Be U Cs(Community Support) Associate

1 week ago

Kuala Lumpur, Malaysia Bank Islam Full time

Req ID: 4882- Job Description:

- Position: Community Support Associate

**Primary Functions**:

- Perform 24/7 CDX’s day-to-day community support operation
- Multi-disciplined and hands-on approach in managing Omni-channel customer experience.
- Full-scale social media & marketplace monitoring
- Manage large amounts of enquiries in a timely and effective manner.
- Research and study customer sentiments, problems for effective handling of enquiries.
- Ensure effective and consistent communication when handling different enquiries from customers.
- Building and maintaining effective internal and external stakeholder relationships.
- Proactive in highlighting operational risks and areas for improvement.
- Ensure service targets, SLA’s and KPI’s are met with optimum levels of quality & service delivery.

**Responsibilities**:

- Proactively seek to improve communication scripts and service catalogue information.
- Keep up to date with any industry changes affecting Customer Care and attend training sessions to continuously improve knowledge and performance.
- Manage live chats, social media, telephony and third-party review sites.
- Jointly update, maintain and perform record keeping of all customer interaction experiences on the Customer Care system knowledge base.
- Ensure all internal, external and the Bank’s regulatory reporting from CDX’s Customer Care are prepared in a timely manner and with accuracy.
- Perform all tasks as set in Standard Operating Procedures, policies and guidelines.
- Proactively participate in continuous improvement activities pertaining to Customer Care operations.

Ad-hoc activities and others
- Assist and facilitate in various ad-hoc projects e.g. User acceptance tests, process automation, requirements gathering, documentations
- Any other duties/ assignment as and when directed by superior as per business requirement from time to time.
- Support for graveyard hours operation for
- Exceptional handling for block debit card
- System performance monitoring for the Engineering team

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