Total 3 job vacancies by AEON Credit Service (M) Berhad

Position: Executive – Call Centre/Contact Centre

Location: Bangsar

Job Highlights

• • Close to LRT/MRT station
  • Specially looking for talented candidates
  • Start ASAP

Job Responsibilities:

• • To provide a high level of customer service experience when attending to customers' request, inquiries and complaints within the turn-around-time.
  • To provide first call resolution in an effective and timely manner.
  • To handle customer inquiries in an efficient, courteous and professional manner.
  • Able to work both independently in a team environment by supporting team members in the absence on customer follow up i.e. ownership.

Job Requirement:

• • Bachelor's Degree/Diploma in any related discipline.
  • Experience in Customer Service/Call Centre/Credit Card Sales/ Banking or financial industry background will be an added advantage. However, fresh graduates are also welcome to apply
  • Computer literate and proficient in Microsoft Office.
  • Fluent in conversing in both English and Bahasa Melayu.
  • Able to start immediately is an added advantage.
  • 5-day work week with the ability to work on shift rotations on weekends and public holidays. (Selected candidates will be entitled for rest day and off day on alternate basis)
  • A strong team player with good etiquette.
  • Successful candidate will be based at Bangsar Office.

Perks & Benefits

• Commission and bonus
• Nearby public transport
• Casual dress code
• Medical insurance

Important Note:

This position will initially be based at Bangsar South, with plans to relocate the team to the Cheras Maluri area by early January 2025. Candidates should be prepared for this change in work location.

Main purpose of the job:

The main purpose of an Operations Improvement Executive is to improve Contact Centre Department function in term of system enhancements, overall work processes, and ensuring contact centre is in compliance with the company policy and procedures.

Job Description:

• Ensure the operation is in compliance with internal policy and guideline as well as BNM requirements.
• To study feasibility and evaluate viability of new projects prior to undertaking the projects.
• Coordinator for DPR, IMS and BNM guidelines to ensure Customer Care HQ and Regional are compliance to the procedures and guidelines.
• Assisting Teams meets individual KRA and contribute to the department’s overall KRA.
• Manage, review and take corrective action as per PDCA (Plan, Do, Check, Action) cycle with respect to the performance and operation of the Section.
• To review all work procedures from time to time and update it accordingly.
• To develop quality proposals and Business Requirement Document write-up for system enhancement / improvement.
• To ensure full involvement in User Acceptance Test with quality Test Scripts before launching system enhancement/improvement.
• Identify operation constraint & possible action plan
• To assist Contact Centre Department on operation improvement/projects.

Job Requirements:

• Well verse in English & Bahasa Melayu.
• Diploma or Bachelors Degree in any related disciplined.
• Direct experience in Contact Centre operation will be added advantageous.
• Good time management.
• Good communications and interpersonal skills.
• Strong analytical skill and able to work under pressure.
• Manage to work with team environment.

Perks & Benefits

• Central location
• Casual dress code
• Medical insurance
• Personal leave

Important Note:

Successful candidate will be base at Bangsar South office. Please take note that we are expecting to relocate our office location to Cheras Maluri area tentatively by early next year 2025.

Job Responsibilities:

• Handles and ensure customers’ requests, enquiries and complaints via fax, email, letter, Social Media Ticketing & Web Chat are attended and responded in timely manner.
• To support Contact Centre Department’s administrative tasks raised by Inbound Team.
• Ensure individual KRA and contribute to the Department’s overall KRA.
• Ensure operations are complied with internal policy, compliance and guideline 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 standard.
• Ability to communicate effectively in written/verbally with polite manner following the processes and procedures.
• To ensure customers’ requests are attended within the stipulated time frame to avoid any service delay.
• Ability to multitask and work as a team to support each other and 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’ problem.

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.

Perks & Benefits

• Central location
• Casual dress code
• Personal leave