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