Job Description

Working Hour Regular Hours
Monday - Friday



Business Area Operations



Location Malaysia - Kuala Lumpur










Description

Primary Objective:

Overall responsible in assisting Section Head to manage, plan and supervise day to day operations of Customer Care/Call Centre & to provide quality customer service and effectively manage customer\xe2\x80\x99s expectation by improving overall customer satisfaction, employee satisfaction and operational matters in line with Group Retail Business Plan.
Key Responsibilities:


Customer Service Management

• Manage to maximize productivity and services for Inbound team via constant monitoring &

selective intervention activity.

• Monitor daily inbound performance and strategize immediate performance improvement efforts.
• Resolve complex issues and handle escalation calls which go beyond capabilities of Team

Manager and below.

• Any other responsibilities assigned by the Management.
• Assist Contact Centre Manager expanding Islamic structures. (Islamic Hotline).

People and Process Management

• Provide leadership, direction and career mentoring to Team members to achieve target.
• Provide input into hiring, compensation/rewards and performance metrics to maximize manpower

skill.

• Constantly review/evaluate performance of Team Manager & below to meet department\xe2\x80\x99s goal.
• Ensure sufficient training and exposure given to team members to maximize their potential.
• Assist to implement reward and recognition programs within Customer Care/Call Centre.
• Communicate changes in policies and procedures to team members that affect product and

services.

• Support Group Retail Business\xe2\x80\x99s projects/initiatives.
• Drive up selling / cross selling among Customer Service Agent to meet target.
• Manage manpower Planning and Scheduling to ensure sufficient staff are available.
• Prepare approval paper, Service Level Agreement (SLA) and process flow of project before

implementation.



Requirements
Requirements:
Bachelor Degree - Any related field(s).




Minimum 4 years experiences in Call Centre operations
and management.

• Excellent leadership, interpersonal, communication &

motivational skills.

• Good knowledge in retail products and services
• Customer service and leads management skill.
• Good knowledge in Customer Care/Call Center system

e.g. CRM, CC Pulse, NICE & WFM.

• General computer skill

Benefits
Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards