Executive - OMNI Universal Channel

Main Purpose of the Job:

We are looking for a customer-focused Executive, OMNI Universal Channel to join our Contact Centre team. This role plays a key part in delivering excellent customer experience by handling customer enquiries, requests, and complaints across multiple platforms, including email, web chat, social media, letters, and phone calls. You will also support the Contact Centre in achieving inbound call SLA and AR targets, while strengthening relationships with our existing customers through quality service standards.

Job Responsibilities:

• Attend to customer enquiries, requests, and complaints via email, live chat, social media ticketing, letter, and call-back.
• Support Contact Centre inbound operations to meet SLA and AR targets.
• Perform effective inbound and outbound calls to follow up on customer cases.
• Ensure all cases are handled and responded to within stipulated turnaround time.
• Communicate clearly and professionally in writing, ensuring a friendly and polite tone.
• Liaise with internal departments to resolve customer issues efficiently.
• Analyse cases and recommend improvements to enhance service standards and process efficiency.
• Ensure compliance with internal policies, guidelines, and BNM requirements.
• Work collaboratively in a team environment, including multitasking and flexible working hours/days.
• Proactively identify customer needs and provide appropriate solutions.

Job Requirements:

• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in any field.
• Able to work on the rotational shift, 5 days work and your off day/rest day not necessary falls under 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 verse in English & Bahasa Melayu, knowledge in other dialect will be added advantage.
• Ability to write well in English & Bahasa Malaysia.
• Direct experience in Contact Center operation, Customer Service environment and social media ticketing handling will be added advantage.
• Good interpersonal skills.
• Strong analytical skill and able to work under pressure and tight timeline.
• Ability to work in a team environment and have independent in solving problems.