Tanggungjawab 1. Team Management: ? Supervise and support a team of customer service agents, including scheduling shifts, monitoring performance, and conducting regular team meetings. ? Provide guidance and feedback to team members to enhance their skills and performance. ? Handle escalated customer issues and complex inquiries, ensuring resolution in a timely and satisfactory manner. 2. Performance & Quality Monitoring: ? Track and analyse key performance indicators (KPIs) including agents' attendance to assess team performance and identify areas for improvement. ? Conduct performance reviews and set development goals for team members. ? Ensure adherence to established SOPs and quality standards to maintain high levels of customer satisfaction. ? Review call recordings and other customer interactions to provide feedback and identify training needs. 3. Issue Resolution: ? Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution. ? Support team members in resolving complex issues and provide coaching on best practices. 4. Proactive Improvement: ? Proactively suggest improvement plans and strategies to management for enhancing team performance and service quality. 5. Ad-Hoc Responsibilities: ? Perform any other duties and responsibilities as assigned by management, related to the effective implementation, maintenance, and continual improvement of operation. Manfaat EPF, Sosco Work from home after 3 months Near to public Transport Day shifts only, no late night shift Medical leaves Annual Leaves Manfaat tambahan
Staff Activities
Training Provided
Allowance Provided
5 Working Days
Kemahiran Customer Service Management Team Leadership Mandarin Language Proficiency Communication Skills Problem Solving Conflict Resolution 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.