Customer Service Agent - Level 1 (Bank)

Job Description Position: Customer Service Agent - Level 1 Job Type: Full Time, Contract (12 Months Renewable) – 24/7 Salary: RM 3,500 JOB RESPONSIBILITIES • Provide timely and accurate responses to customer inquiries, addressing their questions, concerns, and technical issuesrelated to products,services, or policies • Work on case volumes across call, email, social media, and chat channels; as well as outbound calls when required • Demonstrate in-depth knowledge and understanding of the organization's products and servicesto effectively assist customers and ensure compliance • Troubleshoot and resolve customer issues, escalating complex cases to senior support agents or other teams as necessary, while maintaining ownership of the case until resolution • Proactively monitor community Group and social media platforms to identify and address emerging trends, issues, or potential customer concerns • Collaborate with cross-functional teams to provide feedback, suggest improvements, and advocate for customer needs and preferences • Contribute to the development and maintenance of KAF's knowledge base to facilitates customer self-service • Drive overall customer satisfaction metrics ensuring service quality through case journey and providing regular updates across touch points • Drive adherence to service levels across channels and achieve Best in Class productivity, impacting resolution timesfor end customers. JOB REQUIREMENTS: • At least 1 year of relevant experience in a Customer Service / Customer Experience function in the Financial Services industry or Digital Natives companies • Strong communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner • Excellent problem-solving and decision-making skillsto provide accurate and effective solutions to customer inquiries • Empathy, patience, and a customer-centric mindset to handle customer complaints and requests