Senior Executive, Alternate Channel Engagement

gradmalaysia.com; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading online job portal in Kuala Lumpur seeks an individual committed to operational excellence in customer service. Responsibilities include responding to customer inquiries, adhering to service quality standards, and compliance with internal policies. Fresh graduates or diploma holders are encouraged to apply, alongside those with at least 2 years in a contact center. A professional, customer-oriented attitude and strong communication skills are necessary. Training and mentoring opportunities are available.

Qualifications

• Effective time management is essential for managing multiple tasks.
• Strong business writing and communication skills are required.
• Minimum two years of experience in a relevant field is preferred.

Responsibilities

• Respond to customer inquiries within SLA through digital channels.
• Adhere to internal QA benchmarks including grammar and professionalism.
• Participate in job rotation for self-development.

Skills

Effective time management

Sound decision-making and escalation

Receptive to coaching

Clear communication of solutions

Strong interpersonal skills

Professional and customer-oriented attitude

Team collaboration

Education

Fresh graduate or diploma holders

Job description

About the job

Operational Excellence

• Respond to customer inquiries within SLA through digital channels, ensuring accuracy and compliance.
• Follow SOPs to maintain consistency and quality in interactions.
• Manage multiple conversations and elevate unresolved issues appropriately.

Service Quality

• Adhere to internal QA benchmarks including grammar, tone, professionalism, and compliance.
• Avoid errors that could lead to customer complaints or financial/reputational risk.
• Communicate feedback and operational gaps for service improvement.
• Stay updated on promotions, products, and processes.
• Act as a role model and champion the department's service vision.
• Coach and mentor new hires.
• Participate in job rotation for self-development.
• Collaborate with Unit Head to identify training needs.
• Foster a positive team environment.

Compliance & Risk Management

• Maintain confidentiality and comply with PDPA, PCIDSS, and internal policies.
• Adhere to SOPs and regulatory requirements.
• Escalate compliance gaps and participate in Business Continuity Plan.

WHAT WE NEED FROM YOU:

Skills

• Effective time management
• Sound decision-making and escalation
• Receptive to coaching
• Clear communication of solutions
• Strong interpersonal skills
• Professional and customer-oriented attitude
• Team collaboration

Knowledge

• Strong business writing and communication skills
• Computer literacy and accurate typing

Experience

• Fresh graduate from any discipline or diploma holders with related experience
• Minimum 2 years in Contact Centre or related field