Hirng for Customer Service Agent L1 & L2

Position: Customer Service Agent - Level 1 OR L2

Job Type: Full Time, Contract (12 Months Renewable) Rational Shift

Work Location: Bukit Bintang

Client: KAF Digital Bank

* 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 concers

* 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 times for end customers.

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JOB REQUIREMENTS:

* At least 1 year of relevant experience or 3 years experience for L2 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-c