Associate, Business Process & Complaint

• Aminimum of a Diploma or its equivalent in relevant fields, and in possession ofrelevant professional qualifications fulfilling the regulatory requirements (ifany).
• A minimum of 1 year of relevant experience in related industries with strong professional ethics and a proven occupational track record.
• If no prior experience isavailable, candidates must demonstrate strong communication skills,problem-solving abilities, and the capacity for effective engagement with bothinternal and external stakeholders.

• Communication & Presentation Skills
• Negotiation Skills
• Networking Skills
• Problem Solving/Decision Making
• Product/ Program/ Services Knowledge

Quality Management

Education

A minimum of a Diploma or its equivalent in relevant fields, and in possession of relevant professional qualifications fulfilling the regulatory requirements (if any).

Experience

A minimum of 1 year of relevant experience in related industries with strong professional ethics and a proven occupational track record. If no prior experience is available, candidates must demonstrate strong communication skills, problem-solving abilities, and the capacity for effective engagement with both internal and external stakeholders.

• Increase customer retention by addressing inquiries effectively.
• Reduce call abandonment rates and unattended walk-in customers.
• Meet internal targets and service customers efficiently.
• Ensure compliance with internal and external regulations.
• Provide quality and consistent responses by adhering to manuals, guidelines, and current practices.
• Manage client dissatisfaction and resolve issues promptly.
• Focus on customer service, particularly in the collection of financing repayments.
• Reduce delinquency rates by improving collection processes.
• Maintain and update customer database and system records accurately.
• Develop and implement customer loyalty and retention programs.
• Build and maintain continuous rapport with internal and external customers.
• Develop and manage customer service enhancement programs with relevant functions (RC/EC).
• Ensure cooperation and mutual understanding with other departments/branches to close complaints within 14 days.
• Educate staff and customers through awareness programs related to customer service.
• Actively participate inBusiness Continuity Plan (BCP) activities.
• ANNUAL LEAVE
• EPF
• SOCSO