Customer Success Advisor

Role purpose: Engage prospective and existing customers through approved outbound campaigns, explain Amanah Kredit clearly and help interested customers complete the application journey. Deliver qualified conversions through helpful, accurate communication and timely follow-up, while maintaining customer service and documentation standards. Key responsibilities: - Conduct outbound calls through the company autodialer and approved manual campaigns. - Follow assigned schedules, lead allocation, callback arrangements and contact-frequency controls. - Understand customer enquiries and explain approved eligibility criteria, application steps, financing terms, applicable charges and repayment obligations in clear language. Avoid pressure, misleading claims or promises of approval. - Guide interested customers through registration, document submission and application follow-up using approved channels. - Coordinate unresolved onboarding issues with authorised verification staff. - Handle objections respectfully, confirm the customer's preferred next step and follow up at the agreed time. - Respect refusals and record marketing opt-out or do-not-call requests promptly. - Maintain accurate CRM records after each interaction, including call disposition, customer enquiry, follow-up date, outcome and handover owner. Avoid duplicate or unsupported conversion claims. - Support inbound calls, emails and live chat when assigned by the Team Leader. - Resolve enquiries within authority and escalate complaints, payment issues and system failures with clear case notes. - Authenticate customers before discussing account-specific information. - Follow approved recording notices, disclosures and SOPs, including applicable KPKT and personal data protection requirements. Never request passwords or OTPs. - Report suspected fraud, unauthorised applications, data incidents and misleading product information promptly. - Participate in call QA, mock calls, coaching and product training. Requirements: Qualifications and experience: - SPM or equivalent; a diploma in business, finance, communications or a related field is an advantage. - Preferably one to three years of telemarketing, telesales, customer service or contact-centre experience. Consumer financing or banking experience is an advantage. - Clear spoken and written Bahasa Melayu and English, with strong listening, objection-handling and customer follow-up skills. - Comfortable using a CRM, autodialer, email and live chat, and maintaining accurate records while managing several tasks. - Able to work towards targets, apply coaching, protect confidential information and follow approved procedures.