Job Description (JD)
| Nama Program | Pengurusan Cawangan Perbankan Runcit [K661-003-5:2018] |
|---|---|
| Kod CU | K661-003-5:2018-C03 |
| Competency | Core |
| Tajuk CU | CUSTOMER SERVICES MANAGEMENT(RETAIL ANKING) |
| Penerangan CU | Customer Service Management in retail banking refers to the management of all aspects related to customer services which include premier customers or known as exceptional customers. besides that, it is also including customer complaints and customer satisfaction management. The personnel are responsible in managing issues related to service delivery at the counter, back-end office and service processes. A competent person in Customer Service Management (Retail Banking) shall be able to manage service requests and customer complaints as well as manage customer satisfaction in accordance with company’s SOP and authorities’ requirements. The outcome of this competency is the ability to resolve issues related to customer complaints and disputes to maintain customer loyalty and company’s reputation. |
| Tempoh Latihan | 360 |
| Objektif Pembelajaran | The outcome of this competency is the ability to lead the sales & marketing team to achieve the highest sales revenue. Upon completion of this competency unit, trainees shall be able to: 1. Manage service requests 2. Manage customer complaints 3. Manage customer satisfaction |
| Pra-Syarat | 0 |