Kuala Lumpur Jobs Assistant Manager, Customer Contact Centre Position at AEON Co. (M) Bhd.

Image AEON Co. (M) Bhd.
  • Job vacancies posted on: 12 months ago


Our company AEON Co. (M) Bhd. is currently looking for candidates who are domiciled in Kuala Lumpur and surrounding areas with minimum criteria Diploma & Advanced/Higher/Graduate Diploma and experienced in the field of Services & Customer Service, as well as behave in a disciplined and honest manner, to then be placed in the position of assistant manager, customer contact centre and be able to work in full time system.

In accordance of our HRD decision, the net salary we can offer is of RM 1,600 - RM 3,700 per month which is competitive and can be adjusted to the work capabilities that the candidate offers for our company.

Job Info

Company AEON Co. (M) Bhd.
Position Assistant Manager, Customer Contact Centre
Region Kuala Lumpur
Career Level Senior Executive
Work Experience 5 years
Qualification Advanced/Higher/Graduate Diploma, Diploma
Type of Work Full-Time
Specialization Required Customer Service, Services
Minimum Salary MYR 1.550
Maximum Salary MYR 3.700

Department responsibility:

The Customer Relations Management (CRM) is a department that manage the Voice of Customer (VoC) and drive Customer Experience initiative for all AEON Retail businesses.

Below is the area which covered under CRM department leading towards better Customer Experience.

  • Manage AEON Careline and supervise all customer interaction platform.
  • Ensure escalation and complaints being addressed within timeline.
  • Measure customer satisfaction by developing tools to produce analysis and insight.
  • Maintain and educate high standard of Customer Service skills companywide.
  • Design and perform control and quality assurance on interactions and case logged.

Job responsibility:

The role of the Assistant Manager, Customer Contact Centre of Customer Relations Management is responsible for overseeing the performance of AEON Careline operations. The role required to provide leadership, coaching and sufficient support to the outsourced contact centre by working closely with the Business Process Outsourcing (BPO) partner in serving AEON customers following to detail as per below:

  • Key person for the performance and efficiency of AEON Careline which operates daily from 9.00 a.m. – 10.00 p.m.
  • Manage AEON Careline Workforce Management overseeing day-to-day contact centre activities to ensure communication between AEON and BPO, capacity planning, minimise abnormalities, analyse VoC trending, agent attrition and establish counter measures.
  • Prepares, develops and analyses daily, weekly, monthly reports and presentations on target set and other departmental key statistical data.
  • Customer First mindset by proposing digitalization solution within Careline and company wide to improve and promote First Contact Resolution (FCR) and cost reduction.
  • Oversee and monitor contact centre agent quality and performance by proposing tools to achieve optimal response for better customer experience.
  • Working closely with relevant business units and stakeholder to identify area of improvement based on Voice of Customer trending to ensure establishment of SLA’s are in place, achieved and aligned.
  • Lead Careline monthly/quarterly performance meeting and analyse area of improvement.
  • Analyse and understand the Careline agent challenges, knowledge, and coach regarding processes and practices, and explain expectations to Careline workforce management team and agent.
  • Identifying trends and establishing call centre goals by perform root cause analysis followed by generating and design relevant reports on an issue related to products and services to justify the needs of improvement initiatives directly related to improving NPS, CSAT and CES.
  • Work with the Workforce team to ensure the most effective resource plans are developed and achieved.
  • Maintaining and promote an AEON DNA and Customer Centricity culture with positive, empathetic, and professional attitude towards customers at all times.
  • Support any other ad hoc task as assigned related to department responsibility and customer service from time to time.


  • Solid prior experience in a similar role, at least 5 years of experience working in a fast-paced and competitive market setting, preferably in Customer Service, Contact Centre Workforce Management and strategies for optimal resources utilization.
  • Experience in the use and implementation of CRM solutions, HubSpot, Microsoft Excel and Power BI.
  • Strong data analytical and tabulation, communication skills and excellent presentation skills.
  • Excellent stakeholder management, interpersonal skills and a natural collaborator.
  • Background in Retail, Service and/or Hospitality a plus point.
  • Candidate must possess at least a SPM, Diploma, Degree at any field.
  • Able to work remotely and travel to stores, mall and BPO company.
  • Required language(s): Bahasa Malaysia, English.

Office/Company Address

Country Malaysia
Region Kuala Lumpur
Map Google Map


  • Staff rebate & Staff parking rate
  • Medical (Outpatient, Hospitalization, Dental & Optical)
  • Career growth opportunity

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Company Description

It all started in 1984, when AEON CO. (M) BHD. was established in Malaysia, in response to the Malaysian Government's request to AEON Japan to help modernize retail industry in Malaysia. With the relentless pursuit to evolve with the growing needs and requirements of its customers, AEON has constantly enhanced its service through value-added benefits and interior refurbishments. AEON's progress in Malaysia over the years has been a glowing achievement of commitment and has enabled AEON Malaysia to be selected as the regional hub for AEON's expansion in ASEAN.

Company Info

  • Industry: Retail / Merchandise
  • Registration No.: 126926-H
  • Company Size: More than 5000 Employees
  • Average Processing Time: 25 days
  • Benefits & Others: Dental, Education support, Medical, Staff Rebate, Insurance, Long Service Awards etc., HQ - Business Attire; OPERATION - Uniforms Provided, HQ - Mon to Fri; OPERATION - Shift
This vacancy is suitable for those of you who live in the following areas: Kuala Lumpur