Agent Relationship Officer

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Citadel Trustee Berhad Full time 20,000 - 60,000 per year

Job Description


• Provide high-quality service to agents and clients via phone, email, live chat, and face-to-face interactions.

• Build and maintain strong relationships by proactively checking in, following up on ongoing matters, and offering support where needed.

• Understand stakeholder needs and assist in developing plans to address them effectively.

• Handle inquiries, complaints, and requests professionally and efficiently.

• Provide technical assistance and product knowledge to agents and clients.

• Escalate complex issues to relevant departments or management for timely resolution.

• Proactively resolve conflicts and minimize friction between external parties and the company.

• Communicate effectively in both English and Mandarin to support a diverse group of agents and clients.

• Keep stakeholders informed about upcoming training, seminars, events, and product updates.

• Stay up to date with new products, services, and industry trends.

• Coordinate with internal departments to resolve service issues and support agent/client needs.

• Maintain accurate records of interactions and document relevant processes.

• Compile reports related to incidents, feedback, and operational updates.

• Provide administrative support to ensure smooth departmental operations.

• Assist managers with day-to-day tasks and timely submission of reports or updates.

• Any other ad-hoc task as assigned by the company and management

Language Requirement:

Proficiency in English, Malay & Mandarin (spoken and written) is required, as this role involves frequent communication with Mandarin-speaking agents and clients.

Educational Qualification

Any related qualification applicable.

Professional Experience

Experience communicating with clients and agents is preferred, to effectively support and build strong relationships within this group.

Certifications

  • Customer Service Certification (e.g., CSIA, HDI, or similar)
  • CRM System Training (e.g., Salesforce, Zoho, HubSpot)
  • Mandarin language proficiency certification (e.g., HSK) – an added advantage
  • Any relevant communication or client servicing training

Competencies

  1. Excellent communication skills in both Mandarin and English (spoken and written)
  2. Strong interpersonal and relationship-building skills
  3. Customer-oriented mindset with a professional attitude
  4. Conflict resolution and problem-solving abilities
  5. Ability to multitask and prioritize under pressure
  6. Good attention to detail and strong organizational skills
  7. Tech-savvy; able to work with CRM systems and other digital tools
  8. Team player with the ability to work independently

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