**Job Title:** Contact Center Associate - Remote Work
**Company:** Kenanga Investment Bank Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 3
**About Us:**
Kenanga Investment Bank Berhad is a leading financial institution that promotes innovative and effective financial solutions. We transcend borders by fostering a collaborative working environment on a global scale, encouraging our associates to excel while contributing to the company's success.
**Job Summary:**
As a Contact Center Associate, you will be the first point of contact for our clients and customers, providing exceptional customer support and assistance. You will engage with clients through various communication channels, ensuring that their inquiries are addressed promptly and accurately. This is a part-time remote position that requires 3 years of experience in a contact center or customer service role.
**Key Responsibilities:**
- **Customer Support:** Receive inbound calls, emails, and chats from clients, addressing inquiries, resolving issues, and providing accurate information about our financial products and services.
- **Issue Resolution:** Analyze customer problems, determine root causes, and develop effective solutions to enhance customer satisfaction.
- **Documentation:** Maintain accurate records of customer interactions, including inquiries, responses, and resolutions using our customer relationship management (CRM) system.
- **Product Knowledge:** Stay up-to-date with company products, services, policies, and procedures to provide clients with the most relevant and accurate information.
- **Collaboration:** Work closely with other team members and departments to share insights and improve the overall customer experience.
- **Feedback and Reporting:** Gather customer feedback and report trends or issues that may require further attention to management for continuous improvement.
- **Performance Metrics:** Meet and exceed individual and team performance targets, including response times, customer satisfaction scores, and issue resolution rates.
**Requirements:**
- **Experience:** Minimum of 3 years in a customer service or contact center role, preferably within the financial services sector.
- **Education:** A degree in finance, business administration, or a related field is preferred.
- **Technical Skills:** Proficiency in using computer systems, CRM software, and standard office applications (e.g., Microsoft Office Suite).
- **Personality Traits:**
- **Confident:** Naturally engaging with customers and capable of addressing their concerns with authority.
- **Independent:** Able to work autonomously and make informed decisions without needing constant supervision.
**Soft Skills:**
- **Adaptability:** Ability to adjust to changing priorities and work assignments in a fast-paced environment.
- **Time Management:** Strong organizational skills, effectively managing multiple tasks while meeting deadlines.
**Benefits:**
- **Parental Leave:** We offer a generous parental leave policy to support our associates in maintaining a work-life balance.
- **Medical Coverage:** Comprehensive health benefits to ensure the well-being of our employees.
- **Company Transportation:** Convenient transportation options for employees commuting to client sites or company events.
**Working Environment:**
Join a dynamic and diverse team at Kenanga Investment Bank Berhad. Our collaborative global work culture empowers associates to thrive and support each other to achieve success, no matter their location.
**Application Deadline:** October 13, 2024
**Equal Opportunity Statement:**
Kenanga Investment Bank Berhad is an Equal Opportunity Employer. We believe in fostering an inclusive environment where diversity is valued, and all team members have the opportunity to contribute and grow. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or any other protected status.
**Apply Now:**
If you are a confident and independent individual with a passion for customer service, we invite you to apply for the Contact Center Associate position at Kenanga Investment Bank Berhad! Please submit your resume and a cover letter detailing your relevant experience and why you believe you would be a great fit for our team.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
