Customer Contact

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia AIA Malaysia Full time 60,000 - 120,000 per year

Position Objective:

To support the implementation, optimization, and management of AI-powered digital service tools aimed at enhancing operational efficiency and customer experience. This role will be instrumental in driving automation, improving service delivery, and ensuring the effective use of AI technologies across customer touchpoints.

Roles and Responsibilities:

  • AI Tool Management - Manage and maintain digital AI service platforms (e.g., chatbots, virtual assistants, knowledge bases) to ensure optimal performance and user experience.
  • Process Optimization - Identify opportunities to automate repetitive tasks and streamline workflows using AI and digital tools.
  • Performance Monitoring - Track and analyze key performance indicators (KPIs) to measure the effectiveness and efficiency of AI tools and recommend improvements.
  • Stakeholder Collaboration - Work closely with IT, customer Contact Operations, and other Ops business units to gather requirements, implement solutions, and ensure alignment with business goals.
  • Training & Support - Provide training and support to internal users on AI tools and ensure proper documentation and knowledge sharing.
  • Innovation & Research - Stay updated on emerging AI technologies and trends to propose innovative solutions that enhance service delivery.
  • Other Responsibilities - Performs other responsibilities and duties periodically assigned by HOU/ HOD to meet operational and / or other requirements.

Minimum Job Requirements:

  • Bachelor's degree in Business Sdministration, Information Technology, Computer Science, or a related field.
  • Minimum 2–3 years of experience in business analysis, customer contact operations, or technology-related projects.
  • Experience working with chatbot platforms, GenAI tools, or digital customer engagement solutions is an advantage.
  • Familiarity with testing methodologies, UAT processes, and test script preparation.
  • Proficiency in tools such as Excel, PowerPoint, and reporting/dashboard platforms (e.g., Power BI, Tableau – will be advantage).
  • Experience with project documentation tools (e.g., Confluence, JIRA, SharePoint).
  • Strong analytical thinking, attention to detail and problem-solving skills.
  • Ability to interpret data and generate actionable insights.
  • Ability to manage multiple tasks and meet deadlines in dynamic environment.

  • Customer Contact Associate

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan ASK Resources Sdn Bhd Full time 2,500 - 3,500 per year

    WE'RE HIRING: Customer Contact Associate (Call Centre) for a leading international insurance providerLocation: Jalan Ampang, Kuala Lumpur (near LRT Masjid Jamek)Salary: RM2,500 – RM3,500 + Shift AllowanceType: 1-year contractHandle inbound customer calls and provide accurate solutions based on SOP.Work closely with the call centre team, departments, and...

  • Customer Contact Associate

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan ASK Resources Sdn Bhd Full time 40,000 - 60,000 per year

    ​Our client is a leading insurance provider for individual & business in Malaysia and internationally with a very professional workplace environment, and is looking for Customer Contact Associate for their organization.Fresh Graduate in Degree/Diplomaare welcome to apply.1 year contract, with opportunity to convert to permanent (for outstanding...

  • Specialist, Customer Service/Contact Centre

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Plaza Premium Group Full time 30,000 - 60,000 per year

    Join Our Family Today.Together, We'll Make Travel Better.Specialist, Contact Centre - Commercial are responsible to respond to customer inquiries via Voice and non-voice Channels i.e.: Calls, email, Live Chat, Mobile Access, Social Media, Webmaster, written correspondence and feedback also providing customer services including but not limited to handling of...

  • Customer Service, Contact Centre

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia PERSOL Workforce Solutions Malaysia Sdn. Bhd. Full time 2,300 - 2,800 per year

    Position: Banking, Customer Service ExecutiveWork location: Kuala LumpurWorking Hours: Shift ArrangementsCompany Background: Banking & FinanceSalary: RM 2,300 to RM 2,800 + allowancesMust-have requirements:SPM and Diploma/Degree graduates are welcome to applyGood communication skillExperience in contact centre is an added advantageJob Purpose:Attending to...

  • Manager, Contact Centre

    4 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Generali Malaysia Full time 120,000 - 240,000 per year

    Job SummaryThis role is responsible for overseeing the daily operations of our contact centre and customer service, ensuring that our team consistently meets or exceeds customer service and performance targets. You will play a pivotal role in maintaining and enhancing our reputation for outstanding customer support and improving our Net Promoter Score...

  • Customer Contact, Analyst

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia AIA Malaysia Full time 10,000 - 20,000 per year

    At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.And to get there, we need ambitious...

  • Contact Center Representative

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Aisling Group Full time 20,000 - 30,000 per year

    Principal Responsibilities:• Working in a contact center environment and handling multiple customer calls from our customers.• Providing high quality service to achieve maximum customer satisfaction by resolving customer queries at first contact where possible.• Listening to customers and establishing their needs in order to offer relevant products,...

  • Contact Centre Representative

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hays Full time 36,000 - 72,000 per year

    Your Next Step Banking Customer ServiceWe're looking for someone enthusiastic about customer care and eager to join the financial sector in an established bank in Kuala LumpurYou'll be working in one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories.Your new roleBe the first point of...

  • Contact Centre Representative

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Hays Full time 48,000 - 60,000 per year

    Your Next Step Banking Customer ServiceWe're looking for someone enthusiastic about customer care and eager to join the financial sector in an established bank in Kuala LumpurYou'll be working in one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories.Your new roleBe the first point of...

  • Contact Centre Associate

    6 days ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Great Eastern Life Assurance (Malaysia) Berhad Full time 54,000 - 180,000 per year

    About The JobHandle customers / agents enquiries regarding policy matters in a clear, accurate and timely manner for all channels.To deliver quality service to customers / agents and meet the minimum rating of the soft skill evaluation for all channels.To meet the individual targets for Contact Centre and ensure that the service level are met.To liaise...