Job Description

Consumer Care Team Leader

Position ID: req43315

Sector: BA APAC & MEA

Functional Area: Consumer Care/Customer Care

Location: Shah Alam, Selangor, Malaysia

Number of Openings: 1

Reporting to: Contact Center & Experience Manager, Malaysia & Singapore

Employment Type: Full time

Apply By: 24th May 2023

Put people at the heart of everything you do.

At Electrolux, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute and grow together.

Join us in our exciting quest to build the future home.

What you\'ll do:

Supervise, coach & guide CSO who is located in Malaysia Call Center to ensure the satisfactory performance is delivered.

In detail, you will:

• Direct, administer, and control the day-to-day operations and activities of facilities and programs in an assigned area.
• Provide continuous supervision, coach & guide Consumer Care Team by plan and execute the training or development to ensure the department KPI and customer satisfaction are delivered.
• Analyze customer gauge data and identify opportunities to further drive Customer Satisfaction and promote proactively exceed customer expectation internally or cross department.
• Attend to all Social Media cases and response within 1 business day.
• Generate revenue for Ownership Solution Dept by giving proposal of the purchase of extended warranty, consumable & accessories to the end user.
• Close collaboration with internal team - Field Operation, Spare part, Sales & Marketing and Supply chain.
• Close cooperation with external - authorized service contractor, dealer and logistic company.
• Support any other ad hoc or administrative duties as assigned related to customer service from time to time.

Qualifications:

• Possess at least Diploma / Degree
• Minimum 3-5 years of related working experience
• Computer literate with knowledge in Microsoft Office and Email communication
• Able to work in fast paced environment, independent, customer focused, result oriented & disciplined
• Ability to multi-task, prioritize, and manage time effectively
• English and Mandarin language required

Where you\'ll be:

You will be based in Shah Alam, Selangor, Malaysia and report to Contact Center & Experience Manager, Malaysia & Singapore under Ownership Solutions Business Unit.

Benefits highlights:

• Performance Bonus
• Annual Leave
• Employee Provident Fund
• Medical & Life Insurance

As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.

Find out more:

https://www.electroluxgroup.com/en/

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Electrolux