Job Description

• Candidate possess with at least 1-2 years of team leader experience in call center
• Able to start work immediately or within short notice period. (Open for buyout option)
• Experienced in handling aviation/travel related platform would be an added advantage!
• Preferred experience in handling 10 pax of agents
• Good problem solving skills in handling complaints effectively.
• Familiar with Salesforce Chat / RM system Other relevant tools.
• Good listening & coaching skills
• Approachable personality with people handling skills and good with people management.
• Analytical and able to look through and generate reports thoroughly.

• Train newcomers with the latest input in the Call Center and coach and develop the team of call center agents.
• Understand all organization\'s products, services, procedures and guidelines and communicate same to all team members.
• Conduct regular review of all call center agents performance and organize training sessions for under performers
• Facilitate and organize training session for all agents and participate in recruitment of new call center agents
• Responsible for smooth daily operations and ensure the team members meet its daily operational SLA and internal practice standards, improving customer retention and increasing the business\' revenue
• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to.
• Analyse, prepare statistics, and submit regular reports to management on issues pertaining to chats/emails/calls as well as seek new ideas and strategies to improve performance at the center
• Responsible for the quality of the interaction with the customer and ensure team members are equipped with knowledge and skills.
• Responsible for the quality of the solution provided to customers.
• Monitor chats/emails/calls to ensure that due procedures and quality standards are strictly adhered to.

• Basic Salary: Up to RM 6,000 (subject to experience and interview performance) + EPF + SOCSO
• Variable Allowance (to be confirmed)
• Working Location: Subang Jaya (Reachable by Subang Jaya LRT)
• MNC Working Environment.
• Paid Training Provided
• Dental Claim
• Annual Leave, Medical Leave, Parental Leave, Marriage Leave & Etc.

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB

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