Job Description

Job Details

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Full Time
Shah Alam
CUSTOMER HAPPINESS DEPARTMENT
Bachelor of Communication

About the role?

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To evaluate the quality of customer service call Call Centre Agent / Job Controller by conduct call and ensure they follow the management's requirements while attending customer.

Key Responsibilities

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To assist head unit to prepare the monthly report and to ensure it been submitted to head of department by 3rd every month. To assist head unit to prepare the training material or module and ensure that it's always updated according to the current and latest information. As needed to participate in the development and delivery of training and programs for quality and operational needs and this includes soft skills, products, systems, and processes. To participate in an interview session for new Call Centre Agent to identify suitable candidates for vacancy in Customer Happiness Department. To conduct one-to-one or follow-up coaching between QA and Call Centre Agent / Job Controller and to identify any weakness that occurred and ensure staff comply with SOP and the requirements of the company. To be responsible for distributing new information within Call Centre Agent / Job Controller and ensure they align with the SOP and product knowledge were brief. To support teams in clerical duties that involve assisting the Head of Department (HOD) and other team members with administrative tasks. To monitor SLA (meet target <30 minutes) as standard operation set by clients and ensure all Call Centre Agent / Job Controller handle cases within the timeframe. To do daily call monitoring and pick one best sample of call monitoring as a score for monthly KPI. To evaluate the quality of customer service call Call Centre Agent / Job Controller by conduct mystery call and ensure they follow the management's requirements while attending customer. To monitor the occupancy (readiness) of Call Centre Agent / Job Controller and ensure Call Centre Agent / Job Controller does not exceed > 2 hours their daily rest hours allowed by the company.

Requirements

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Bachelor of Communication (Social Communication). Technical Assistant (Acting Executive Secretary). Experienced in answering phone calls, responding to emails, taking meeting minutes and preparing official letters. Experienced in handling Kukkiwon certification submissions to Korea, GAL/GOL applications and preparing documents for general meetings. * Experienced in managing national tournaments, championships, seminars and courses.