Job Description

Objectives of this role

• Handle both inbound and outbound calls in a timely manner.
• Introduce company's financial products to customers from end-to-end until customers successfully open their accounts through company's platform.
• Follow communication scripts and use knowledge of the company's products and services to go off-script when necessary.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with escalation team.
• Escalate difficult client or topics to Management when needed to improve working process or solve main issues.

Responsibilities

• Memorize scripts for products and services and refer to them during calls.
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, enquiries, and confirmations are handled appropriately.
• Identify opportunities for driving sales and revenue of the company's existing product suite and seize opportunities to upselling when appropriate.
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.
• Create and maintain a record of daily problems and remedial actions taken, using call-center database.
• Leverage data and insights gathered by the call center to recommend and influence process improvements.

Required skills and qualifications

• College or University degree or equivalent.
• Mandarin- English speaking only. (Bahasa Malay is a plus)
• Strong active-listening and verbal-communication skills.
• Experience working in financial products for sales, call center role.
• Sales driven, Proficiency in problem-solving.
• Young, energetic, and keen about financial products.