Contact Centre Agent

JOB DESCRIPTION

The Contact Centre Agent is responsible for delivering excellent customer service by handling inbound/outbound calls, emails and chat enquiries in a fast-paced and demanding contact centre environment. This role involves understanding customer needs, providing accurate information, resolving issues efficiently, and ensuring high customer satisfaction while consistently adhering to company policies, quality standards, and performance targets.

JOB SCOPE

• Handle enquiries across multiple channels (voice and non-voice) depending on operational needs.
• Provide accurate information regarding EPF products, services, policies, and procedures.
• Identify customer needs, provide appropriate assistance and advisory support regarding EPF products, services, policies, and procedures.
• Manage and resolve complaints professionally within the stipulated timeframe.
• Escalate complex enquiries to the relevant department/section when necessary.
• Ensure compliance with internal guidelines, SOPs, and service quality standards.
• Record and update customer interactions accurately in the system.
• Meet individual and team performance target.
• Maintain confidentiality of customer information and adhere to data protection policy act.
• Ensure high customer satisfaction by delivering efficient and effective services throughout the entire customer journey.
• Maintain strict adherence to the scheduling system and assigned work schedules.
• Perform other duties as assigned by the supervisor from time to time.

REQUIRED COMPETENCIES

• Communication Skills

a) Proficient in verbal and written communication in English and Bahasa Melayu

b) Good in verbal communication skills in Mandarin and/or Tamil

• Customer Focus & Empathy – Strong customer service orientation with the ability to actively listen, understand customer needs, and respond with empathy and patience.
• Product & Policy Knowledge – Ability to understand products, services, and company policies to provide accurate information and confident explanations.
• Problem-Solving Skills – Strong analytical thinking to identify issues, make appropriate decisions, and resolve customer concerns effectively.
• System & Technical Skills – Proficiency in using CRM systems and contact centre tools with accurate data entry and basic troubleshooting capability.
• Productivity & Time Management – Ability to manage call flow, multitask, and meet performance metrics.
• Compliance & Quality – Maintain accurate documentation while adhering to company processes, quality standards, and data security requirements.
• Adaptability & Resilience – Ability to remain calm under pressure and adapt to changes in systems, processes, schedules, and performance expectations.
• Microsoft Office Skills – Microsoft Word, PowerPoint, and Excel for documentation and data management.

QUALIFICATIONS

• Malaysian citizen.
• Pass Sijil Pelajaran Malaysia (SPM) with credit in Bahasa Malaysia and English.
• Possess a Diploma in any recognized field.
• Experience in a customer service or contact centre environment is an advantage.
• Additional certifications in customer service or communication are an advantage

PLACEMENT

Digital Channel Department, Bangi

JOB STATUS

Permanent

All applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of the advertisement.