• TEAM LEADER INBOUND OPERATION Jobs in Malaysia - 1017946

    SRG Asia Pacific Sdn. Bhd.
  • 3 - 5 Years
  • Malaysia - Kuala Lumpur
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  • Posted 25 days ago
  • Job Views: 40
  • Job Applicants: Less than 10

Job Description

Based Menara 1 Sentrum, Brickfields
The Responsibilities of the Role
To ensure that all Executive - Customer Service present customers with accurate information pertaining to infant products and servicesSupport, coach and manage the Executive -Customer Service team to ensure both operational targets and service levels are achievedSupport the call center in achieving its service levels by managing inbound and outbound callsPrepare weekly scorecardMonitor Live Calls on a weekly basisConduct formal weekly monitoring and feedback sessions with the Executive-Customer Service teamPresent to management at the end of each week the past week's monitoring checklists and a written performance summary of the teamPrepare Complaints Documents for Plant Investigation and follow up on investigation reportsPreparation of Daily/Weekly Report updates to managementComplaint Management process handle 2nd tier escalationsManaging the enquiries and reviews via Facebook and social media platformsAssist in managing special projectsEnsure on boarding for new hires is doneUndertake any other tasks as requested by management
The Requirements for the Role
Diploma /Degree or equivalent professional qualificationMinimum 5 year experience in a similar capacityA good command of written and spoken English and Malay or/and MandarinPossess initiative with the ability to work independently and as a teamDynamic, highly motivated and a result oriented player with good interpersonal skillsKnowledge of how to use social media tools specifically FacebookProficient in MS Office Applications Word, Excel, PowerPointContact Centre Operating Hours Monday-Saturday ,900am -530pmWork 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:16th Mar 2020

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.

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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