Executive - OMNI Channel (Social Media)

Job Responsibilities

• 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.

Minimum Requirements

• 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.