Executive, Live Chat

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.