Job Description

The Position : The Specialist-Operations will be responsible to supervise the Global Executive -Customer Service team towards the accomplishment of company wide customer service goals. He/she will train, coach and mentor the Global Executive-Customer Service team to deliver the best practices customer service functions. The Responsibilities of the Role Investigate customer\'s problems and find solution(s). Communicate with customers via phone, email or letter when required. Handle major customer incidents that cannot be resolved by agents. Resolves enquiries/problems especially those requiring special care and attention. Keep abreast of current and new company policies & procedures, compensation plan and services. Analyze data and statistics. Monitor the daily workloads of the team members and make adjustment to ensure adequate coverage and correct procedures are followed. Work with management on customer service initiatives. Provide the Line Manager with weekly and monthly reports on staff performance and work output. Timeliness of report submission. Report on all escalations / complaints received. To ensure that all updated SOPs are in place. To work with Trainer to train new hires. To conduct refresher training for staff. To train and guide GSEs on SOPs and ensure compliance. To conduct Quality Audit Checks on staff. Ensure staff cross training for back-ups. Conduct Weekly/Monthly meetings with the team. Work with the Manager/Global Head to nurture an environment where employees can excel through encouragement and empowerment. Any other task(s) as required by management. The Requirements for the Role: Bachelor\xe2\x80\x99s Degree Good command of spoken and written English and French. Minimum 3 years customer services experience or call center. Ability to work on shifts and public holidays/weekends, based on operational needs. Shift: 12pm~9pm/2pm~11pm OR night shift (9pm~6am) as per business requirements. Willingness to travel as and when required. The Package:- Attractive Salary (RM 4000- RM 5000) Work permit organized and paid by the company. 15 days Annual Leave 14 days Medical Leave Medical and hospitalization insurance coverage. Interested candidates are invited to apply via https://recruitment.scicom-intl.com/login/index.php
Please fill in Scicom (MSC) Bhd is a leading Malaysian technology and Business Process Outsourcing (BPO) company, bringing the power of the world\'s emerging technologies to companies all over the world. Our strength lies in being an end-to-end service provider, deploying recognised integrated and forward-thinking solutions to help our clients succeed in the digital age. Scicom (MSC) Bhd 25th Floor, Menara TA One Jalan P. Ramlee 50250 Kuala Lumpur Malaysia www.scicom-intl.com 03- 21621088 hr.recruitment@scicom.com.my
Bachelor\'s or Equivalent