Executive - OMNI Universal Channel

Attend to customer enquiries, requests, and complaints via email, live chat, social media ticketing, letter, and call-back.

Support Contact Centre inbound operations to meet SLA and AR targets.

Perform effective inbound and outbound calls to follow up on customer cases.

Ensure all cases are handled and responded to within stipulated turnaround time.

Communicate clearly and professionally in writing, ensuring a friendly and polite tone.

Liaise with internal departments to resolve customer issues efficiently.

Analyse cases and recommend improvements to enhance service standards and process efficiency.

Ensure compliance with internal policies, guidelines, and BNM requirements.

Work collaboratively in a team environment, including multitasking and flexible working hours/days.

Proactively identify customer needs and provide appropriate solutions.