Job Description

Mohon

Kelayakan

• SPM or higher
• Computer literate
• Able to work independently, self-disciplined, team player.
• Exceptional listening and analytical skills; solid time management skills
• Bi-lingual (Mandarin speakers are highly preferred)

Tanggungjawab

SUMMARY:

• Admin Executive reviews interactions to measure adherence to according to the company\'s policies, processes and SLAs. This role is a flag bearer for a company brand and evaluates interactions with an objective of improving overall customer experience.

Duties and responsibility but not limited to:

• Record, update and maintain the QA inspection reports.
• Reviewing a team of front-line agents across channels like Live Chat, Call & Email for transaction quality and SOP adherence for Customer service.
• Collaborate with the Quality Manager to identify trends, process gaps and agent/customer struggles.
• Recommend process improvements based on QA findings, and QA data. Hence, perform analysis to identify root cause of customer pain & flag potential issues.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Participate in market research to identify customer needs and expectations for improvement.
• Reviewing a team of front-line agents across channels like Live Chat, Call & Email for transaction quality and SOP adherence for Customer service.
• Validate numerical data and calculations to ensure accuracy and consistency in financial records and reports.
• Perform other duties as assigned.

*Only shortlisted will be notified via call, text or email.

Manfaat

• AL 14 days minimum
• Medical
• EPF + SOCSO + EIS
• Study/Exam leave
• Flexible working hour

Manfaat tambahan

• 5 Working Days

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