Job Description

Key Responsibilities:

- Lead and supervise a team of customer service agents to meet performance and service targets.

- Train new and existing agents on customer service skills, product knowledge, and system usage.

- Monitor call quality, customer interactions, and team performance.

- Provide coaching, feedback, and performance improvement plans.

- Prepare reports on team performance, quality scores, and training outcomes.

- Work closely with operations and management to improve service processes.

- Ensure compliance with company policies and service standards.

Requirements:

- Diploma or Bachelor's degree in any field

- Must be fluent in English (spoken and written), Thai proficiency is an advantage.

- Experience in BPO / call center / customer service environment.

- Prior experience as a Team Leader, Senior Agent, or Trainer is preferred.

- Familiar with call center KPIs, quality monitoring, and customer satisfaction metrics.

- Comfortable using CRM systems and basic reporting tools.

Job Type: Full-time

Pay: RM3,500.00 - RM5,000.00 per month

Benefits:

Health insurance Opportunities for promotion Professional development
Application Question(s):

How do you handle underperforming agents? Do you have experience with coaching or performance improvement plans? Are you comfortable preparing reports or performance summaries? Do you need to serve notice period? What is your last drawn salary? What is your expected salary?
Language:

Chinese (Preferred)
Work Location: In person