**Job Title:** Call Center Associate
**Company:** Kenanga Investment Bank Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 2
### Job Description
Kenanga Investment Bank Berhad is seeking a motivated and dedicated **Call Center Associate** to join our esteemed team in Johor Bahru. As a Call Center Associate, you will play a pivotal role in delivering exceptional service to our clients and ensuring their inquiries are expertly handled. This position requires individuals who are reliable, resourceful, and passionate about providing outstanding customer support while representing our brand.
### Responsibilities
- **Customer Support:** Answer incoming calls from clients regarding inquiries, concerns, and requests related to our financial products and services.
- **Issue Resolution:** Identify client concerns and issues, utilizing problem-solving skills to provide effective solutions or escalate to the appropriate department when necessary.
- **Product Knowledge:** Maintain a thorough understanding of company offerings to provide accurate information and support, ensuring consistent communication of product benefits and features.
- **Documentation:** Accurately document client interactions, providing detailed follow-up notes as needed to ensure continuity in service and adherence to compliance standards.
- **Collaboration:** Work closely with sales and operations teams to ensure customer needs are met promptly and efficiently, contributing to the overall success of the service delivery team.
- **Feedback Collection:** Gather customer feedback and insights to assist in improving service delivery and enhancing customer satisfaction.
- **Training Support:** Participate in team training sessions, contribute to the onboarding of new team members, and offer guidance on best practices for customer interactions.
- **Performance Tracking:** Meet or exceed established performance metrics, including call handling times, customer satisfaction ratings, and issue resolution rates.
- **Compliance:** Adhere to company policies, procedures, and regulatory requirements, ensuring that client interactions are always conducted ethically and responsibly.
### Requirements
- **Experience:** Minimum of 2 years' experience in a customer service or call center environment, preferably in the financial services industry.
- **Education:** A diploma or equivalent in a relevant field is preferred.
- **Communication Skills:** Excellent verbal and written communication skills in both English and Malay; ability to clearly convey information and instructions to clients.
- **Leadership Skills:** Ability to take initiative and lead by example in service delivery while maintaining a positive attitude.
- **Personality Traits:** Must be highly reliable and resourceful, showing strong determination to meet and exceed client expectations.
- **Soft Skills:** Outstanding interpersonal skills with a focus on active listening; ability to remain calm and professional under pressure.
- **Technical Skills:** Proficient in using customer relationship management (CRM) software and other relevant technologies, with a solid understanding of Microsoft Office applications.
- **Availability:** Flexibility to work various shifts, including evenings and weekends as required.
### Benefits
- **Visa Sponsorship:** Eligible candidates will receive assistance with visa sponsorship.
- **Travel & Spending Expenses:** Opportunity for reimbursement of travel-related expenses incurred during official duties.
- **Free Accommodation:** Provision of free accommodation for the duration of employment.
### Working Environment
Join a dynamic team at Kenanga Investment Bank Berhad, where innovation and leadership drive change and set benchmarks in the financial industry. We foster a collaborative and inclusive environment dedicated to professional development and employee well-being.
### Application Deadline
Interested candidates are invited to apply by **October 27, 2024**.
### Equal Opportunity Statement
Kenanga Investment Bank Berhad is an equal opportunity employer. We embrace diversity and are committed to fostering an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or any other status protected by law.
If you are ready to take the next step in your career and make a meaningful impact, we encourage you to apply today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.