TEAM LEADER INBOUND OPERATION - Jobs in Malaysia - 1017946

SRG Asia Pacific Sdn. Bhd.
Job Summary
  • Experience 3-5 Years
  • Telecommuting

Job Description

Based: Menara 1 Sentrum, BrickfieldsThe Responsibilities of the Role:To ensure that all Executive - Customer Service present customers with accurate information pertaining to infant products and services.Support, coach and manage the Executive -Customer Service team to ensure both operational targets and service levels are achieved.Support the call center in achieving its service levels by managing inbound and outbound calls.Prepare weekly scorecard.Monitor Live Calls on a weekly basis.Conduct formal weekly monitoring and feedback sessions with the Executive-Customer Service team.Present to management at the end of each week the past week s monitoring checklists and a written performance summary of the team.Prepare Complaints Documents for Plant Investigation and follow up on investigation reports.Preparation of Daily/Weekly Report updates to management.Complaint Management process: handle 2nd tier escalations.Managing the enquiries and reviews via Facebook and social media platforms.Assist in managing special projects.Ensure on boarding for new hires is done.Undertake any other tasks as requested by management.The Requirements for the Role:Diploma /Degree or equivalent professional qualification.Minimum 5 year experience in a similar capacity.A good command of written and spoken English and Malay or/and Mandarin.Possess initiative with the ability to work independently and as a team.Dynamic, highly motivated and a result oriented player with good interpersonal skills.Knowledge of how to use social media tools specifically Facebook.Proficient in MS Office Applications: Word, Excel, PowerPoint.Contact Centre Operating Hours : Monday-Saturday ,9.00am -5.30pmWork Days : 5 day week with alternative Saturdays.

Profile Summary

Type : Company job

Role : Junior Executive

Industry : Call Center/IT-Enabled Services/BPO

Salary : MYR 3,500 - 4,500

Deadline: 2020-03-16

Company Profile

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. ABOUT SRG 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 Multilingual capability 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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