Specialist, Contact Centre

CTOS Digital is a key player in the ASEAN credit reporting landscape, enabling digital credit solutions through strategic investment and innovation. We empower individuals and businesses with the confidence to make sound credit decisions through access to data and insights with greater ease and speed.

ROLE OVERVIEW

This role is responsible for delivering superior customer experiences by handling customer inquiries, requests, and issues across multiple communication channels. This role focuses on ensuring timely, accurate, and professional responses while adhering to company policies, service standards, and regulatory requirements.

As part of the frontline team, you will support the Contact Centre’s daily operations by managing escalated cases within your scope, providing feedback on recurring issues, and collaborating with cross-functional teams to resolve challenges. You will play a key role in upholding CTOS’s commitment to service excellence, accuracy, and customer satisfaction.

KEY RESPONSIBILITIES

  • Customer Support: Handle inbound and outbound customer interactions via calls, emails, live chat, and messaging platforms in a professional and timely manner.
  • Issue Resolution: Manage and resolve customer inquiries and complaints within defined SLAs, escalating complex cases to senior staff or management when necessary.
  • Quality Service Delivery: Ensure adherence to service scripts, compliance standards, and company policies during all customer interactions.
  • Case Documentation: Accurately log all customer interactions, issues, and resolutions in CRM systems for proper tracking and reporting.
  • Operational Support: Assist with day-to-day contact centre operations, including monitoring queues, managing workloads, and flagging service gaps.
  • Product Knowledge: Maintain up-to-date knowledge of CTOS’s products, services, and procedures to provide accurate and helpful information to customers.
  • Customer Advocacy: Act as a representative of the customer’s voice, highlighting recurring issues and suggesting improvements to enhance customer experience.
  • Continuous Improvement: Participate in training, feedback sessions, and quality audits to continuously improve service delivery and personal performance.

WHAT DOES IT TAKE TO BE SUCCESSFUL

Qualifications

  • Diploma or Bachelor’s degree in Business Administration, Communications, Customer Service Management, or a related field.
  • Professional certification in Contact Centre Operations, Leadership, or Customer Experience (e.g., COPC, ICMI, Six Sigma) is an added advantage.

Work Experience

  • 1+ year of experience in a contact centre or customer service environment preferred.
  • Familiarity with both voice and digital channels (e.g., live chat, email, social media, messaging apps).
  • Prior experience handling escalations or service recovery is desirable.
  • Fresh graduates are encouraged to apply.

Skills & Competencies

  • Strong customer service orientation and problem-solving skills.
  • Clear, professional verbal and written communication.
  • Ability to remain calm and effective under pressure.
  • Good organizational and multitasking abilities.
  • Proficiency in using CRM systems, contact centre technologies, and telephony platforms.
  • Fluent in English and Bahasa Malaysia; proficiency in Mandarin is an added advantage.
  • Proficient in Microsoft Office applications (Word, Excel, PowerPoint).