Customer Support Agent

Job Description for Customer Service L1

Position: Customer Service Agent - Level 1

Department: Customer Management (Customer Service)

Reporting to: Customer Service Assistant Manager

About the job

KAF Digital Bank is a consortium led by KAF Investment Bank Berhad, aiming to create

and offer

innovative products and services that enable our customers to benefit from more

convenient

banking in a safe and secure environment while getting more out of their money.

As a Customer Support Executive, you will be working with the team in delivering a

world-class

experience to our customers.

What you'll do

Provide timely and accurate responses to customer inquiries, addressing their

questions,

concerns, and technical issues related 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

services to 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 facilitate

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 times for end customers.

What you need to succeed:

At least 2 years 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 skills to provide accurate and effective

solutions to customer inquiries

Empathy, patience, and a customer-centric mindset to handle customer complaints

and

requests