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Supports team manager and performs management duties when manager is absent or out of officeProvides encouragement to team members, including communicating team goals and identifying areas for new training or skill checksAssists management with hiring processes and new team member trainingAnswers team member questions, helps with team member problems, and oversees team member work for quality and guideline complianceDevelops strategies to promote team member adherence to company regulations and performance goalsConducts team meetings to update members on best practices and continuing expectationsGenerates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlinesEnsures company brand materials and physical working spaces meet and exceed company presentation standardsProvides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaintsVerify customer information; keep detailed records of customer interactions and transactions, recording inquiries, complaints, and comments, as well as actions takenUtilize internal systems to process customer returns, manage order status, provide accurate information and resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting invoicesServe as support and backup for the call center management team
Ability to converse fluently in EnglishBachelor’s degree in open fieldMinimum 2 years’ relevant working experience in the area of Technical (contact center is an advantage) and 1 year of team managementAbility to lead and manage a teamStrong leadership and people management skillsA bottom-line performance-driven personalityGood team building and interpersonal skills with the ability to communicate with people at all levelsExcellent training, coaching, analytical and problem-solving skillsCapacity to work under pressure and meet deadlines
Industry:Call Center/IT-Enabled Services/BPO
Salary:MYR 3,500 - 4,500
Deadline:21st Jan 2020
SRG ASIA PACIFIC ,Established in 1996, SRG Asia Pacific Sdn Bhd has continuously progressed as a premier leading communications provider of outstanding services. Headquartered in KL Sentral, Kuala Lumpur, we are uniquely positioned to be globally connected, both physically as well as technologically. Comprising of energetic, enthusiastic and creative community, SRG APAC has expanded within a short span and growing further at a very aggressive rate on a monthly basis.
Pionerred in Business Process Management with 18 Years of Experience in the industry
Specialist in Customer Interaction Management (CIM)
Backed by large conglomerate with shareholding in entertainment, telco, property and many other companies
Transformation towards IR 4.0 with future proofed technology ie: Artificial Intelligence, Robotic Process Automation and Analytics
Handling an average 600K customer interactions monthly
Managing average 5K Emails monthly
Backed by Genesys state of the art PBX/AXD
OMNI channels customer experience delivery
ISO Certified 9001 : 2015
Ministry of Finance (MOF) certified
MSC Status Company
Multiple Language capabilities.
Multiple Industry awards winner in Customer Experience Excellence and Awarded as BEST MALAYSIA EMPLOYEE BRAND Award in 2019
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