Job Description

Melaka, Malaysia
Company: Singtel Group
Be a part of something BIG!
We're looking for Associate, Customer Care who is responsible for overseeing the day-to-day operations of the contact centre, ensuring the delivery of high-quality service, operational efficiency, and optimal resource management. This role plays a critical part in driving performance, maintaining service standards, and supporting continuous improvement initiatives aligned with organizational goals.
Make an Impact by:

• Provide leadership and to develop team's capability and competency to build high performance team and sustainability
• Drive innovation in customer service, system, process, and operations
• Lead and supervise various function and ensuring all customer requests from various sources are processed within performance and service targets such as Service Level, Customer Experience, Quality etc
• Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
• To manage Top Management escalation call (Manager call back) via phone call or email
• To ensure all the updating of Performance & Management Reports done on time and accurate
• To identify any trainings and development for the team leaders and customer care officers/executives
• To review the Policies, Procedures and SOPs
• To involve in the Budget and Headcount Planning (AOP) for operations
• Participate in ad-hoc projects as requested.

Skills for Success:

• At least Bachelor Degree in Business Administration and relevant course
• At least 5 years of leadership experience with a passion, preferably in contact centre environment
• Strong analytical, problem solving skills and critical thinking
• Skilled in using reporting tools (Excel/Power BI/Tableau) to track KPIs, identify trends, highlight gaps, and support data-driven decision-making.
• Ability to thrive in fast -paced high volume environment

Your Career Growth Starts Here. Apply Now!

Skills Required