About the Company
A leading global provider of technologyenabled business process outsourcing solutions that provides omnichannel customer experience management back office and technology services to corporations around the world across a range of industries.
Principal Accountabilities (Key Result Areas)
- To ensure desired customer delight by providing satisfactory response to customer interaction.
- Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
- Evolve more effective work process for improving customer interactions.
- Constantly monitor & review performance metrics for achievement of objective.
- Contribute inputs towards sales & marketing plans.
- To interface with respective work centre for resolution of complaints.
- Manage resolution of billing queries /Issues.
- To track & ensure closure of complaints.
- To effectively manage Contact Centre operations for constant performance achievements.
- Identify relevant training needs of agents & ensure effective implementation.
- Effectively manage shift operations.
- Interface with IT/HR/ Training/Quality.
- Collate data & generate MIS report.
Standards for Measuring Success
- Customer satisfaction survey
- Meet service level
- Monthly call analysis
- No. of issues resolved within the standard time.
- Agents productivity
- Other key management attributes & Key Performance Indicators (KPIs) as agreed.
Tools & Resources required Knowledge
- Qualification: Graduate
- Experience: 35 Years experience. The incumbent should have experience in the field of customer service (call centre exposure must)
- Standard office and computer equipment.
Environmental Attributes
- Busy frequently noisy and stressful.
- Frequent interruptions and potentially upset clients.
Attitude
- Positive
- Customercentric
- Fast paced and prompt
- Achievement oriented
- Energetic and Enthusiastic
- Dressing appropriately
Skills
- Spoken Communication skills
- English Language skills
- Proficient in MS Office & Computer skills
- Probing skills
- Analytical skills
- Influencing skills
- Interpersonal skills
- Leadership qualities
- Problem Solving skills
- Counselling skills
Staff Benefits
- Work Permit Provided (renewable)
- Opening a bank account
- Medical Dental & Insurance coverage
- Monthly company activities
- 12 Annual leave / 14 Medical leave
- Company van operated
- Airport pickup service /Temporary accommodation 14 days
Remuneration
Basic up to MYR 12000
Working Hours
Between 8 am 5 pm (8 hours 1 hour break) 5 days rotational (Monday to Sunday)
Consultant in Charge
Angel Chok
Basic RM8500 Unlimited KPI (depends on performance)
Remote Work :
No