Contact Center Officer

Agensi Kaunseling & Pengurusan Kredit [AKPK]; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

Agensi Kaunseling dan Pengurusan Kredit (AKPK) in Kuala Lumpur is seeking a customer service professional to manage inbound and outbound calls, resolve customer queries, and negotiate repayment terms. You will engage across channels to maintain high customer satisfaction and ensure compliance with guidelines.

The role emphasizes empathy, accuracy, and continuous learning through training in a supportive, office-based environment. Immediate availability is preferred for a quick start.

Qualifications

• Open to Malaysian citizens only.
• Educational Qualification: Minimum SPM, Diploma, or Degree in any field; Finance, Business, Marketing, or Customer Service preferred.
• Relevant Experience: Previous experience in customer service or inbound call handling advantageous.
• Immediate Availability: Able to report for duty immediately.
• Communication & Problem-Solving Skills: Strong verbal and non-verbal communication to handle inquiries effectively.
• Ability to Multitask: Manage multiple tasks in a fast-paced environment.
• Attention to Detail & Organizational Skills: Detail-oriented and well-organized.
• Computer Literacy: Proficient in Microsoft Office applications (Excel, Word, PowerPoint).
• People-Oriented: Enjoy helping individuals through financial difficulties.
• Professional Maturity & Focus: Mature, confident, and focused with analytical skills.
• Open to Unemployed Candidates: Unemployed individuals will be considered.

Responsibilities

• Handle inbound calls and resolve customer queries with accurate, timely responses, maintaining courtesy and empathy.
• Conduct outbound calls to negotiate repayment plans with delinquent customers.
• Respond promptly to inquiries via live chat, social media, and chatbots.
• Record customer information and queries for each call in the CRM system.
• Report and escalate customer complaints or service requests to the appropriate teams.
• Comply with SOPs, policies, and guidelines.
• Participate in ongoing training to stay updated on product knowledge and regulatory changes.
• Perform ad-hoc tasks as required by Supervisors.

Skills

Communication

Multitasking

Attention to detail

Computer literacy

People-oriented

Problem-solving

Professional maturity

Immediate availability

Unemployed candidates open

Education

SPM / Diploma / Degree

Tools

Microsoft Office

Job description

ABOUT US

The Credit Counselling and Debt Management Agency, commonly known as Agensi Kaunseling dan Pengurusan Kredit (AKPK), is an agency set up in April 2006 to help individuals take control of their financial situation and gain peace of mind that comes from the wise use of credit. The services provided by AKPK are run by certified financial advisors with many years of experience under their belt.

JOB PURPOSE

The purpose of this role is to provide excellent customer service by effectively managing inbound and outbound calls, resolving customer queries, and ensuring a high level of customer satisfaction. This includes handling customer enquiries across multiple channels, negotiating repayment terms, adhering to company guidelines, and continuously enhancing knowledge and skills to stay up-to-date with industry standards and best practices.

KEY RESPONSIBLITIES

• Handle inbound calls and resolve customers' general queries by providing relevant, accurate, and timely responses, maintaining courtesy and empathy in accordance with the agreed service levels.
• Conduct outbound calls to negotiate repayment plans with delinquent customers.
• Respond promptly to customer enquiries via digital channels, including live chat, social media platforms, and chatbots.
• Identify the nature of customer enquiries and provide standardized responses in line with relevant guidelines.
• Report and elevate customer complaints, service requests, or any issues to the appropriate teams for further action.
• Record customer information and queries for each call (both inbound and outbound) in the customer relationship management system for record-keeping purposes.
• Comply with internal and external standard operating procedures, policies, and guidelines.
• Participate in ongoing training and development programs to stay updated on product knowledge, regulatory changes, and customer service best practices. Demonstrate a commitment to continuous learning and skill enhancement.
• Perform any ad-hoc tasks as required by the Supervisor/Section Head/Head of Department.

REPORTING STRUCTURE

JOB CHALLENGE

The need for all staff to be Customer Service orientated and to exercise passion and be sensitive to customer's needs.

Meeting and keeping to all service promise turnaround time.

WORKING CONDITIONS

Office-Based Environment
The role is primarily performed in a standard office environment with minimal physical demands, requiring extended periods of computer use and sustained concentration.

Focus and Multitasking
Requires strong attention to detail and the ability to accurately manage information while handling calls, customer interactions, and administrative tasks in a fast-paced environment, particularly during peak periods.

Emotional Resilience
The role may be emotionally demanding, as it involves assisting customers who may be in distress and providing immediate support.

Team Collaboration
Requires close collaboration with team members, supervisors, and other departments to ensure smooth and efficient daily operations.

JOB REQUIREMENT

• Open to Malaysian citizens only.
• Educational Qualification
  Minimum SPM, Diploma, or Degree in any field. Candidates with a background in Finance, Business, Marketing, or Customer Service are preferred.
• Relevant Experience
  Previous experience in customer service or inbound call handling will be an added advantage.
• Immediate Availability
  Candidates who are able to report for duty immediately are encouraged to apply.
• Communication & Problem-Solving Skills
  Good verbal and non-verbal communication skills with the ability to handle customer inquiries effectively.
• Ability to Multitask
  Able to manage multiple tasks efficiently in a fast-paced working environment.
• Attention to Detail & Organizational Skills
  Detail-oriented and well-organized in handling daily tasks and documentation.
• Computer Literacy
  Proficient in Microsoft Office applications, including Excel, Word, and PowerPoint.
• People-Oriented
  Enjoy working with individuals and supporting them through financial difficulties.
• Professional Maturity & Focus
  Confident, mature, and focused individual with strong analytical and problem-solving skills.
• Open to Unemployed Candidates
  Consideration will also be given to unemployed individuals.

Why Join Us?

Gain exposure to a customer-focused financial services environment.

Hands-on experience to develop practical skills.

Opportunity to learn, grow, and enhance your career journey.