Executive - OMNI Universal Channel

AEON Credit Service (M) Bhd; Kuala Lumpur; On-site; MYR 42,000 - 66,000; Full time

Job summary

AEON Credit Service (M) Berhad is seeking an Executive for the OMNI Universal Channel to strengthen our Contact Centre. You will handle inquiries, requests, and complaints across email, web chat, social media, letters and phone calls, while supporting SLA and AR targets.

The role requires a Bachelor's degree or higher, fluency in English and Bahasa Melayu, and the ability to work in rotational shifts. Prior contact center experience is preferred and a collaborative, analytical mindset is

Qualifications

• Bachelor's degree or higher required.
• Experience in customer service or contact center preferred.
• Fluent in English and Bahasa Melayu; other dialects an advantage.
• Able to work on rotational shifts and five-day work week.

Responsibilities

• Attend to customer enquiries via email, live chat, social media, letters, and calls.
• Support inbound operations to meet SLA and AR targets.
• Make effective inbound/outbound calls to follow up on cases.
• Ensure timely resolution and response within turnaround times.
• Communicate clearly and professionally in writing and speech.
• Collaborate with internal departments to resolve issues promptly.
• Analyse cases to identify service improvements and process efficiency.
• Ensure compliance with internal policies and BN M requirements.

Skills

Customer service

Analytical skills

Teamwork

Multitasking

Education

Bachelor's Degree

Post Graduate Diploma

Job description

We are looking for a customer-focused Executive, OMNI Universal Channel to join our Contact Centre team. This role plays a key part in delivering excellent customer experience by handling customer enquiries, requests, and complaints across multiple platforms, including email, web chat, social media, letters, and phone calls. You will also support the Contact Centre in achieving inbound call SLA and AR targets, while strengthening relationships with our existing customers through quality service standards.

Job Responsibilities

Attend to customer enquiries, requests, and complaints via email, live chat, social media ticketing, letter, and call-back.

Support Contact Centre inbound operations to meet SLA and AR targets.

Perform effective inbound and outbound calls to follow up on customer cases.

Ensure all cases are handled and responded to within stipulated turnaround time.

Communicate clearly and professionally in writing, ensuring a friendly and polite tone.

Liaise with internal departments to resolve customer issues efficiently.

Analyse cases and recommend improvements to enhance service standards and process efficiency.

Ensure compliance with internal policies, guidelines, and BNM requirements.

Work collaboratively in a team environment, including multitasking and flexible working hours/days.

Proactively identify customer needs and provide appropriate solutions.

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.

AEON Credit Service (M) Berhad is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. We established a strong presence in Malaysia since 1996 with a wide range of consumer financial services. Our portfolio currently includes credit card, personal financing and easy payment scheme which help enrich the livelihood of many Malaysians.

We offer an exciting and dynamic workplace for all employees. As part of our expansion plan, we are on the lookout for talented individuals who strive for excellence. If you are visionary go-getter, come join us today. Together, we can shape a promising and satisfying career path.