Executive - OMNI Channel (Social Media)
1 week ago
- Handles and ensures customers' requests, enquiries and complaints via email, letter, Social Media Ticketing & Web Chat are attended and responded to in a timely manner.
- Support Contact Centre Department's administrative tasks raised by Inbound Team.
- Ensure individual KRA and contribute to the Department's overall KRA.
- Ensure operations comply with internal policy, compliance and guidelines 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 standards.
- Communicate effectively in writing and verbally in a polite manner following the processes and procedures.
- Ensure customers' requests are attended to within the stipulated time frame to avoid any service delay.
- Ability to multitask and work as a team to support each other and be 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' problems.
- Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.
- Able to work on a rotational shift, 5 days work, and your off day/rest day does not necessarily fall on 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-versed in English & Bahasa Melayu; knowledge of other dialects will be an added advantage.
- Ability to write well in English & Bahasa Malaysia.
- Direct experience in Contact Center operations, Customer Service environment, and social media ticketing handling will be an added advantage.
- Good interpersonal skills.
- Strong analytical skills and able to work under pressure and tight timelines.
- Ability to work in a team environment and be independent in solving problems.
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