Job Description

Mohon
Penerangan Kerja
Kelayakan

• Bachelor's degree or equivalent work experience.
• Can read and speak with fluent in English, Mandarin, Cantonese.
• 2-3 years' experience in a BPO/call center environment, preferably within the e-commerce sector.
• Proven leadership experience managing customer service teams.
• Strong knowledge of e-commerce operations, including order management, logistics, returns, and payment processes.
• Excellent communication and interpersonal skills with the ability to handle escalations.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in MS Office (Excel, PowerPoint) and reporting tools; experience with CRM/e-commerce platforms is an advantage.
• Willing relocate work in Johor Bahru.

Tanggungjawab

• Lead and supervise a team of customer service agents handling e-commerce client accounts.
• Ensure the team meets SLAs, KPIs, and quality standards for order management, returns, refunds, and customer inquiries.
• Monitor daily operations including call, chat, and email performance, ensuring accuracy and efficiency.
• Provide coaching, mentoring, and training to team members to improve service delivery and product knowledge.
• Handle escalated customer issues related to e-commerce transactions, logistics, and payments.
• Collaborate with Quality, Training, and Operations teams to identify performance gaps and implement action plans.
• Conduct performance reviews, team huddles, and calibration sessions to maintain alignment with client expectations.

Manfaat

• Provided training.
• Annual leave/Medical leave.
• EPF/SOSCO
• Provided allowance.

Manfaat tambahan

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Medical Insurance
• Allowance Provided

Kemahiran
Customer Service Management Team Leadership Mandarin Language Proficiency Cantonese Language Proficiency Communication Skills Problem-Solving
Peringatan Penting
Jangan pernah kongsikan maklumat bank atau kad kredit anda semasa memohon pekerjaan. Elakkan membuat sebarang pembayaran atau mengisi survey yang tidak berkaitan. Jika ada yang mencurigakan, sila laporkan iklan pekerjaan ini segera.

Skills Required