Job Description:

·         Lead, supervise and manage a team of Executive Customer Service to meet the required performance and call targets.

·         Provide ongoing coaching, training, and counseling to team members on products and services and handling customers.

·         Support the contact center in achieving its overall service levels (average speed of answer, abandoned call, % of calls answered within service level, among others).

·         Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members.

·         Disseminate information received from the client contact point to the team members as soon as possible and ensure the team members are fully briefed on the information received.

·         Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.

·         Attend to any high-level customer complaints and escalated calls received by team members.

·         Identify areas for service improvement and make recommendations to the management team

·         Review workflow and procedures to close service gaps, ensure productivity and accommodate better service.

·         Distribute leads to all the outbound agents and make sure that all the calls are done as per the deadline provided.

·         Make sure everyone has sufficient leads for the day to call and for data entries.

·         Conduct weekly team meetings to ensure that two-way communication is maintained between teams.

·         Customer service will assist customers from Malaysia and Singapore with their inquiries on the company’s products and services. The inquiries are in the relation to infant & mum’s dairy products and services.

·         Prepare daily and monthly reports for clients and for our management (internal purposes).

·         Ad-hoc report if requested by the client or our internal staff (MIS)

Requirement:

• SPM /STPM / Diploma /Degree in any discipline.
• Good  command of spoken and written English and Bahasa Malaysia; Ability to read, write & speak Mandarin is an advantage
• This position is available for mothers only.
• Display excellent communication, problem solving and people skills.
• Able to work independently as well as a team player.
• Able to work on shift ( include weekends and public holidays if required)
• Being able to communicate and adapt to different people and diverse personalities.
• Ability to multi-task and to work around scheduled timelines within a dynamic and challenging environment.
• Ability to effectively present information to customers, clients, and other employees.
• Ability to deal with problems in standardized situations

The Package:

• Attractive Salary: Up to RM4500
• PRA for confirmed staff
• Medical Insurance provided