• Customer Service Operations Manager Jobs in Malaysia - 1014028

    Company Confidential
  • 0 - 2 Years
  • Malaysia - Johor
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  • Posted above 1 month
  • Job Views: 21
  • Job Applicants: Less than 10

Job Description

Job Description

This is a role at a fast pace and exciting integrated telecommunications service provider, to manage the customer service operations, introduce best practices, drive initiatives and monitor deliverables across the customer service team

Role includes



Managing customer service agents’ workload and schedule to make sure we reach KPI

Monitoring KPIs and setting action plans to reach targets

Training customer service agents along on new features and promotional campaigns and

Coaching customer service agents and taking ownership of the growth of the team

Being the touchpoint for other business units Marketing, Sales and business operations

Create smarter customer service and happier customers through various projects including creation of knowledge base, deployment of new customer contact channels and improvement of workflows



Requirements



Passionate about technology and customer service

Managerial experience in supervising a customer service team

Experience in training, recruitment and performance management of customer service agents

At least 5 to 8 years of experience

Worked in a telco, call center or startup customer service background

Experience in handling customer escalations

Knowledgeable on Customer Service KPIs

Familiar with CRM and customer ticketing tools such as Zendesk and Zopim

Profile Summary

Type:Company Job

Salary:MYR 5,000 - 7,000

Deadline:09th Mar 2020

Company Profile

As a startup, we are constantly working hard to acquire knowledge, test new technologies and improve all aspects of our service to customers. As an IMDA Licensed Services-Based Operator, we adhere to local regulations and compliance to provide a broad spectrum of wifi solutions to different organisational sizes and environments. We have also built a dedicated cloud based CRM sales system and consumer sales team just for high density environments.

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