Customer Support Agent (CSA), Contact Centre

Overview

Customer Support Agent (CSA), Contact Centre at AEON Bank, Kuala Lumpur, Malaysia. As a Customer Support Agent, you will be the first point of contact for our customers, providing exceptional support and resolving their inquiries efficiently across channels (phone, email, and chat) to ensure a positive customer experience.

Job Responsibilities

• Handle customer calls, complaints, and inquiries efficiently, courteously, and professionally.
• Drive for First Call Resolution for customer grievances within the specified time frame.
• Respond promptly to customer inquiries and requests through various channels.
• Listen attentively to customer concerns and issues and provide accurate and timely solutions.
• Resolve customer issues efficiently, provide clear step-by-step instructions, identify root causes, and escalate complex issues to higher-tier support when needed.
• Analyse, review, and recommend appropriate solutions to enhance process efficiency and service standards.
• Work in a team environment and support multitasking with flexible working hours / days.
• Communicate with various departments to maintain goodwill and solve customer problems.
• Strive to exceed customer expectations by delivering exceptional service.
• Build and maintain positive customer relationships.
• Comply with internal policies and guidelines as per BNM requirements / guidelines.
• Meet or exceed key performance indicators such as response time, resolution time, and customer satisfaction.
• Track and analyse customer interactions to identify trends and opportunities for improvement.

Job Requirements

Additional Details

Notes : This description reflects the AEON Bank Customer Support Agent role and related responsibilities and requirements. It does not include extraneous postings or notices unrelated to the position itself. Employment postings and other roles listed in the original content are not part of this refined description.

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