Executive - OMNI Channel (Social Media)

Aeon Credit Service; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A financial services company in Kuala Lumpur is seeking a candidate for customer service roles to handle inquiries and complaints through various channels including email and social media. The ideal candidate must possess a Bachelor's Degree and at least a year of relevant experience. Strong communication skills in English and Bahasa Melayu are essential. This position requires the ability to multitask and work effectively in a team while maintaining a positive customer experience.

Qualifications

• Candidate must possess at least a Bachelor's Degree or equivalent.
• At least 1 year of working experience in customer service required.
• Well-versed in English and Bahasa Melayu.

Responsibilities

• Handle customers' requests, enquiries, and complaints through various channels.
• Support administrative tasks for the Contact Centre Department.
• Analyze and recommend solutions to enhance service efficiency.

Skills

Effective communication

Multitasking

Problem-solving

Interpersonal skills

Analytical skills

Education

Bachelor's Degree

Job description

Handles and ensure customers’ requests, enquiries and complaints via fax, email, letter, Social Media Ticketing & Web Chat are attended and responded in timely manner.

To support Contact Centre Department’s administrative tasks raised by Inbound Team.

Ensure individual KRA and contribute to the Department’s overall KRA.

Ensure operations are complied with internal policy, compliance and guideline as well as BNM requirements.

Understand customer enquiries and respond via applicable channels: email, web chat, social media ticketing, fax, letter, and outbound call.

Analyze, review and recommend appropriate solutions to enhance process efficiency and service standard.

Ability to communicate effectively in written/verbally with polite manner following the processes and procedures.

To ensure customers’ requests are attended within the stipulated time frame to avoid any service delay.

Ability to multitask and work as a team to support each other and able to work in flexible working hours/days.

Proactive in attending to customers' needs & solving their problems.

Communicate with various departments in order to solve customers’ problem.

Job Requirements

Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in any field.

Able to work on the rotational shift, 5 days work and your off day/rest day not necessary falls under Saturday/Sunday.

At least 1 year(s) of working experience in the related field is required for this position.

Preferably Executives specializing in Customer Service or equivalent.

Well verse in English & Bahasa Melayu, knowledge in other dialect will be added advantage.

Ability to write well in English & Bahasa Malaysia.

Direct experience in Contact Center operation, Customer Service environment and social media ticketing handling will be added advantage.

Good interpersonal skills.

Strong analytical skill and able to work under pressure and tight timeline.

Ability to work in a team environment and have independent in solving problems.