Senior Executive, Alternate Channel Engagement
gradmalaysia.comKuala Lumpur, Kuala Lumpur, Malaysia1 hari lalu
Penerangan pekerjaanAdhere 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. 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. 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 Strong business writing and communication skills Computer literacy and accurate typing Fresh graduate from any discipline or diploma holders with related experience Minimum 2 years in Contact Centre or related field
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
Compliance & Risk Management
WHAT WE NEED FROM YOU :
Skills
Knowledge
Experience
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Senior Executive • Kuala Lumpur, Kuala Lumpur, Malaysia