**Job Title:** Online Customer Support Officer
**Company:** Kenanga Investment Bank Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
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**About Kenanga Investment Bank Berhad:**
Kenanga Investment Bank Berhad is a leading financial services provider in Malaysia, offering a full spectrum of investment, banking, and advisory services. We pride ourselves on our commitment to innovation, integrity, and ethical conduct while delivering exceptional value to our clients.
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**Position Summary:**
As an Online Customer Support Officer, you will be the first point of contact for our clients seeking assistance with our financial products and services. This part-time role requires a passionate and energetic individual who excels in problem-solving and negotiation while providing stellar customer service in an online environment. You will play a key role in maintaining our commitment to client satisfaction and the highest standards of service.
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**Key Responsibilities:**
- **Customer Interaction**: Engage with clients through various online channels (live chat, email, and social media) to address queries, concerns, and feedback in a prompt and professional manner.
- **Issue Resolution**: Identify, diagnose, and resolve client issues related to investment products, services, account management, and transactions, escalating to appropriate departments when necessary.
- **Product Knowledge**: Maintain a thorough understanding of Kenanga's product offerings and services to effectively assist clients and suggest appropriate solutions or alternatives.
- **Client Education**: Provide educational resources and guidance to clients on using our online platforms, transactions, account services, and investment strategies.
- **Feedback Management**: Collect and document client feedback to identify trends and areas for improvement. Collaborate with internal teams to enhance our services and address recurring issues.
- **Documentation and Reporting**: Keep detailed records of client interactions, inquiries, issues, and resolutions in the customer relationship management (CRM) system to ensure data integrity and track service performance.
- **Performance Metrics**: Meet and exceed key performance indicators (KPIs) related to customer satisfaction, response time, and resolution rates, contributing to the overall success of the customer support team.
- **Team Collaboration**: Work closely with the marketing, sales, and technical support teams to ensure unified efforts in client communications and service delivery.
- **Continuous Improvement**: Participate in regular training sessions and workshops to stay updated on industry trends, compliance regulations, and best practices in customer service.
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**Requirements:**
- **Education**: A bachelor's degree in Finance, Business Administration, or a related field.
- **Experience**: A minimum of 4 years of experience in customer support, preferably within the financial services or investment banking sector.
- **Technical Skills**: Proficient with CRM software, online communication tools, and Microsoft Office Suite.
- **Personality Traits**: Passionate and energetic attitude, demonstrating a genuine commitment to client service and team collaboration.
- **Soft Skills**: Excellent negotiation skills with a proven ability to resolve conflicts; strong problem-solving skills to effectively address and manage customer concerns.
- **Communication**: Exceptional verbal and written communication skills in English; proficiency in other languages is a plus.
- **Flexibility**: Willingness to work flexible hours, including evenings and weekends, to accommodate client needs.
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**Benefits:**
- Joining Bonus
- Dental Insurance
- Life Insurance
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**Working Environment:**
At Kenanga Investment Bank Berhad, we uphold the highest standards of ethical conduct and integrity. We foster a culture of respect, teamwork, and continuous professional development, ensuring that our employees are supported in their pursuit of excellence.
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**Equal Opportunity Statement:**
Kenanga Investment Bank Berhad is an Equal Opportunity Employer. We welcome applications from all qualified individuals, regardless of race, gender, age, sexual orientation, or disability. We are committed to creating an inclusive environment where everyone can thrive.
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**Application Deadline:** November 3, 2024
If you are passionate about delivering exceptional customer service and eager to join a dynamic team, we invite you to apply for the Online Customer Support Officer position at Kenanga Investment Bank Berhad. Join us in making a difference in the lives of our clients!How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.