If you are looking to excel and make a difference, take a closer look at us…
The Live Chat Executive’s key responsibility is to handle Bank product enquiries through HLB’s live chat channel/platform to ensure that we deliver a world class experience service to all HLB customers via HLB corporate website / HL Connect and Mobile Chat application. The successful candidate will report to the Cognitive Customer Advisor Manager.
Key Responsibilities
Proactively highlight and escalate customer feedback to relevant departments, ensuring timely and quality responses to enhance customer satisfaction.
Understand the key processes while recommending effective solutions to improve customer service delivery.
Craft clear, concise and grammatically correct content tailored to diverse target markets as well as understanding different language styles with experience on web mark-up language and search engine optimization.
Maintain a cohesive brand voice across all communication channels to reinforce the company’s values.
Actively participate in team, unit and department activities that inculcates close team relationships and regularly contribute ideas for workplace improvement.
Job Requirements
Malaysian citizen.
Diploma/Degree in any field of study with 2 years and above experience in customer support via email, social media response and live chat.
Working proficiency in English and Malay (written/spoken) and competent in Microsoft Office applications (Word & Excel).
Strong phone etiquette with ability to maintain a positive demeanor when communicating with internal and external stakeholders, active listening skills and driven to delight every customer.
Must be flexible to work on shift hours and on Weekdays, Saturday and Public Holiday.
About Hong Leong Bank
We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.
We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.
Realise your full potential at Hong Leong Bank by applying now.
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What We Do
Hong Leong Bank Berhad is one of the leading financial services organisations in Malaysia. With a heritage of more than 100 years, it provides comprehensive financial services covering consumer banking, business banking and trade finance, treasury, branch and transaction banking, wealth management, private banking and Islamic financial services. Its merger with EON Bank Group in 2011 has further embedded its position as a core banking franchise with an expanded distribution network of more than 300 branches across the country.
With a proven track record in value creation and a highly recognised brand, Hong Leong Bank has also been extending its footprint in the region, with branches in Singapore and Hong Kong and wholly owned subsidiaries in Vietnam and Cambodia. In China, the Bank has a 20% shareholding in Bank of Chengdu Co., Ltd., Sichuan and a consumer finance joint venture.
Hong Leong Bank is a subsidiary of Hong Leong Financial Group Berhad, the financial services arm of the Hong Leong Group. Apart from banking, Hong Leong Financial Group is involved in the provision of insurance and takaful, as well as investment banking, unit trust, fund management and stock broking services
