Conduct regular evaluations of CS representatives to measure their proficiency in handling player inquiries, resolving issues, and delivering exceptional service.
Provide constructive feedback to agents to enhance their skills and performance.
Ensure that customer service operations comply with all relevant regulatory requirements and industry standards. (compliance)
Collaborate with the CS management team to identify areas for process improvement and streamline workflows.
Provide regular reports to management highlighting key quality metrics, areas of excellence, and improvement opportunities.
Implement strategies to enhance the efficiency and effectiveness of customer service operations.
Requirements:
Must have:
Minimum SPM level qualification or higher. Fluent in English, Mandarin, and Malay (verbal, written, and reading)
Minimum 2 years of work experience, including at least 1 year in quality assurance within customer service, BPO, or call center environments
Strong compliance awareness, communication and analytical skills
Own PC/Laptop with specifications: 8GB RAM or above, Intel Core i5 processor or AMD Ryzen 5 processor or above, and internet speed of at least 80 Mbps for work
Nice to have:
Proficiency in G Suite and Microsoft Office
Job Types: Full-time, Permanent
Pay: RM4,000.00 - RM5,700.00 per month
Benefits:
Opportunities for promotion
Professional development
Work from home
Schedule:
Day shift
Early shift
Monday to Friday
Weekend jobs
Supplemental Pay: