Contact Centre Agent

JOB DESCRIPTION

The Contact Centre Agent is responsible for delivering excellent customer service by handling inbound and 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 levels of 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 and 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 targets.
• Maintain confidentiality of customer information and adhere to data protection requirements.
• 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

1) Communication Skills

• Strong verbal and written communication skills with the ability to convey information clearly, professionally, and effectively to customers.

2) Customer Focus & Empathy

• Strong customer service orientation with the ability to actively listen, understand customer needs, and respond with empathy and professionalism.

3) Product & Policy Knowledge

• Ability to understand and apply knowledge of EPF products, services, policies, and procedures to provide accurate information and guidance to customers.

4) Problem-Solving Skills

• Strong analytical and problem-solving skills to identify issues, make sound decisions, and resolve customer enquiries effectively.

5) System & Technical Skills

• Proficiency in using CRM systems, contact centre applications, and related digital tools, with accurate data entry and basic troubleshooting capabilities.

6) Productivity & Time Management

• Ability to manage multiple tasks efficiently, prioritise workloads, and achieve performance targets in a fast-paced environment.

7) Compliance & Quality

• Ability to maintain accurate records and adhere to established policies, procedures, quality standards, and data protection requirements.

8) Adaptability & Resilience

• Ability to remain composed under pressure and adapt effectively to changes in systems, processes, schedules, and operational requirements.

9) Microsoft Office Skills

• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint.

JOB QUALIFICATIONS

• Malaysian citizen.
• Possess Sijil Pelajaran Malaysia (SPM) or its equivalent, with credits in relevant subjects, including Bahasa Malaysia, and a pass in the Bahasa Malaysia Oral Test (Ujian Lisan).
• Possess a Diploma from an accredited higher learning institution recognised by the Government.
• Candidates must possess a Diploma as their highest academic qualification, in line with the requirements of this position.
• Experience in customer service, contact centre operations, or customer-facing roles will be an added advantage.
• Additional certifications in customer service, communication, or related fields will be an added advantage.

LANGUAGE REQUIREMENTS

• Proficient in spoken and written English and Bahasa Malaysia.
• Proficiency in Mandarin is required to effectively support customer interactions and service delivery across diverse customer segments.
• Proficiency in additional languages, such as Tamil, will be an added advantage.

PLACEMENT

Digital Channel Department - Bangi, Selangor

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 advertisement.