The Position:

As TSM / AM, your role is to act as the coach, mentor and motivator for your team.

You will be accountable for achieving the operational, quality and performance targets of your team.

The Responsibilities of the Role:

·         Manage, supervise and lead a team of Technical Support Executives to meet the required performance targets

·         Provide the team with clear objectives by group and individual performance.

·         Support regular and constructive feedback through team meetings and 1 on 1 review.

·         Provide ongoing coaching, training and counselling to team members on products and customer handling.

·         Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records.

·         Support the Contact Center in achieving its overall service levels

·         Conduct regular team meeting to ensure that two way communication is maintained between team members and management.

·         Review workflow and procedures to close service gaps.

·         Identify and highlight areas for service improvement and make recommendations

·         Attend to high level customer escalation calls received by team members and provide the necessary directions or approval to resolve the job related issue.

·         Disseminate the important and necessary information receive from high level operations as soon as possible and ensure that the team is members are fully briefed.

The Requirement for the Role:

·         Degree or an equivalent professional qualification

·         A high degree of integrity and professionalism with leadership traits

·         Minimum 12 months in the current position with excellent disciplinary and performance track record

·         Dynamic, highly motivated and result oriented team player with good interpersonal skills

·         Ability to work in a challenging environment with good initiative and able to work independently

·         L2.0 Technical expertise is a must

·         Excellent command of spoken and written Korean and English.

The Package:

• Attractive Basic Salary - From RM 11000 up to RM 15000
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Job Location: Menara TA One 22, Jalan P. Ramlee 50250 Kuala Lumpur, Malaysia