Customer Service Executive, Contact Center - Marketing Department

The Customer Service Executive is a Role in Operations (Customer Services) that handles the following primary responsibilities

• A Customer Service Executive is an individual who on behalf of FDB Bank deals with customers through telephones.
• Respond to incoming/outgoing calls from the customers to take their request and feedback.
• Answer customer questions and inquiries, troubleshoot problems.
• Provide information and handle complaints regarding the FDB Bank products or services

Responsibilities

• Responsible for managing incoming and outgoing calls
• Keep a comprehensive record of all calls conversations in the call log excel file.
• Make sure that whatever response given to the customers is in line with pre-organized communication scripts/information that has been prepared for different topics that cover customer-related issues.
• Effecting any refunds to customers by liaising with the relevant Business and Operations Teams.
• Maintaining a high level of privacy on customer information and data.
• Willing to work during extended hours and/or during holiday periods

• Graduate / University Degree in any discipline.
• Ability to write fluently in Burmese (Essential) and English (Essential)
• Ability to speak fluently in Burmese (Essential) and English (Desirable)
• Polite and Professional phone voice.
• Must possess good communication skills, especially for listening.
• Must have good knowledge of customer relationship or customer service practices
• Must have good data entry and typing abilities
• Must be able to multi-task and manage time properly and effectively
• Proficient in Microsoft Office Tools – esp. Outlook, Excel, Word and PowerPoint

Preferred Skills

• Knowledge on how to use Telephones, Social Media Websites, Realtime Chat & Email.
• Ability to read and comprehend documents such as the Bank Policy & Process Documents to be able to respond quickly to customer queries.
• Ability to work independently with minimal supervision.
• Ability to work as part of a team if need be.

If you’re interested, kindly send your updated resume to hr@fdbbank.com.