Senior Executive, Contact Centre
Date: 7 Aug 2026
Location: Kuala Lumpur, MY
Company: hrdcorp
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SECTION 1: POSITION DETAILS |
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Position Title |
Senior Executive |
Report To |
Team Lead |
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Unit |
Call Centre |
Division |
Enforcement & Verification Division |
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Department |
Contact Centre |
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SECTION 2: JOB PURPOSE & OVERVIEW |
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Responsible for professionally handling and providing support resolution on customer enquiries, service requests, and complaints via assigned channels including calls, emails, and live chat within the established Service Level Agreement (SLA). The role demands maintaining professionalism, effectively communicating, and actively promoting organisational products and services to meet scheduled sales targets and enhance revenue generation. |
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SECTION 4: KEY ACCOUNTABILITIES |
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1. |
Customer Enquiries Management Monitor the handling of customer inquiries, service requests, and complaints across multiple channels by analysing response quality and adherence to service level agreements (SLAs), resulting in enhanced customer satisfaction and reduced wait times.
Provide guidance and support to team members in managing complex inquiries by sharing best practices and leveraging internal resources, ensuring efficient problem resolution and minimising the need for repeated escalations.
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2. |
Customer Communication Effectiveness Manage communication strategies by organising regular training sessions focused on active listening, empathy, and effective questioning techniques, leading to improved customer engagement and higher first-contact resolution rates.
Evaluate team members' communication performance by reviewing recorded interactions and conducting role-play assessments, providing constructive feedback that ensures consistency in delivering high-quality customer service. |
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3. |
Customer Records Accuracy Conduct regular audits of customer interactions and transactions by reviewing entries in the ticketing system to identify discrepancies and correct inaccuracies, ensuring the reliability of customer data for future reference.
Guide team members on maintaining confidentiality and security of customer information by conducting refresher sessions on data protection policies, thereby reducing the risk of data breaches and ensuring compliance with company standards.
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4. |
Product Knowledge and Skill Development Manage customised training programs for team members by identifying knowledge gaps through performance evaluations, ensuring continuous improvement in product understanding and customer service skills.
Execute role-play exercises and simulations to prepare team members for various customer scenarios, improving their ability to effectively manage challenging interactions and enhancing overall service quality.
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5. |
Consultative Sales Initiatives Guide team members on promoting products and services effectively by conducting workshops on sales techniques, equipping them with the skills to identify customer needs and align them with suitable offerings, contributing to increased sales conversions.
Develop follow-up strategies for sales opportunities by creating guidelines for customer outreach, ensuring potential leads are nurtured, and maximising the conversion rate through timely and relevant follow-ups.
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GENERIC ACCOUNTABILITIES |
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6. |
MINDSET, BEHAVIOUR AND CULTURE Promote a positive mindset and behaviour, shaping a work culture that values personal integrity and drives high performance. Use practical tools and methods to emphasise ethics, customer focus, and commitment.
Foster personal growth and business excellence by embracing PSMB’s Core Values (P.I.L.L.A.R.S - Passion, Integrity, Leadership, Loyalty, Agility, Responsiveness). Ready to take on extra tasks as needed and willing to go above and beyond.
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7. |
CAPABILITY DEVELOPMENT Drive self-development of talent, skills and knowledge by attending training and participate in seminars/workshops or other training venues to align with the promotion of lifelong learning and acquisition of future work skills in achieving high performance delivery.
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8. |
OPERATIONAL BUDGET MANAGEMENT Strategise and manage departmental/unit operations within allocated approved budget through continuous monitoring of actual expenditure against budget and undertake appropriate control measures to ensure operations are conducted effectively and efficiently to support business goals.
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9. |
STAKEHOLDER MANAGEMENT Foster and sustain effective working relationships and rapport with the internal stakeholders and relevant government authorities, business and management institutions, national and key industry players and service providers to keep abreast with latest development to capture new business opportunities.
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10. |
LEADERSHIP AND CAPABILITY DEVELOPMENT (VP & ABOVE) Drive the development of a competent working team that will enhance and sustain staff capabilities in achieving high performance delivery to ensure internalisation of the right leadership and capabilities in executing their jobs.
Foster the development of talents by providing guidance and avenue to potential employees for succession planning and recommend development needs as required to ensure grooming of talents in align to the best interest of the talent and PSMB’s vision and mission.
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SECTION 5: QUALIFICATION & RELEVANT EXPERIENCE |
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Educational Qualification
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Relevant Experience (skills & knowledge)
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