Senior Executive, Alternate Channel Engagement

gradmalaysia.comKuala Lumpur, Kuala Lumpur, Malaysia

20 hours ago

Job description

About the job

Operational Excellence

Respond to customer inquiries within SLA through digital channels, ensuring accuracy and compliance.
Follow SOPs to maintain consistency and quality in interactions.
Manage multiple conversations and elevate unresolved issues appropriately.

Service Quality

Adhere to internal QA benchmarks including grammar, tone, professionalism, and compliance.

Avoid errors that could lead to customer complaints or financial / reputational risk.

Communicate feedback and operational gaps for service improvement.

Stay updated on promotions, products, and processes.

Act as a role model and champion the department's service vision.

Coach and mentor new hires.

Participate in job rotation for self-development.

Collaborate with Unit Head to identify training needs.

Foster a positive team environment.

Compliance & Risk Management

Maintain confidentiality and comply with PDPA, PCIDSS, and internal policies.

Adhere to SOPs and regulatory requirements.

Escalate compliance gaps and participate in Business Continuity Plan.

WHAT WE NEED FROM YOU :

Skills

Effective time management

Sound decision-making and escalation

Receptive to coaching

Clear communication of solutions

Strong interpersonal skills

Professional and customer-oriented attitude

Team collaboration

Knowledge

Strong business writing and communication skills

Computer literacy and accurate typing

Experience

Fresh graduate from any discipline or diploma holders with related experience

Minimum 2 years in Contact Centre or related field

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Senior Executive • Kuala Lumpur, Kuala Lumpur, Malaysia

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