Job Description (JD)
| Nama Program | Pentadbiran Cawangan Perbankan Runcit [K661-003-4:2018] |
|---|---|
| Kod CU | K661-003-4:2018-C07 |
| Competency | Core |
| Tajuk CU | CUSTOMER SERVICES ADMINISTRATION (RETAIL BANKING) |
| Penerangan CU | Customer Services Administration is the second layer of customer services in retail banking. It involves providing a level of care which makes customers feel welcomed, significant and engaged. Customer Services Administration aims to supervise frontline staff to serve customers to the highest level of customer experience by administering customer services related transactions and handling customer expectations efficiently. A competent person in Customer Services Administration (Retail Banking) shall be able to approve customer requests, handle customer complaints and conduct EOD balancing of service request in accordance with company’s SOP and authorities’ requirements. The outcome of this competency is the ability to manage customer expectations and provide the highest level of customer experience. |
| Tempoh Latihan | 160 |
| Objektif Pembelajaran | The outcome of this competency is the ability to manage customer expectations and provide the highest level of customer experience Upon completion of this competency unit, trainees shall be able to: 1. Approve to customer requests 2. Handle customer complaints 3. Conduct End of Day (EOD) balancing of service requests |
| Pra-Syarat | 0 |