Job Description:

  • Being responsible for the Customer Service Team and driving daily operations to achieve the best performance of delivery.
  • Communicating performance-related indicators to the team and management through relevant and timely reports
  • Coordinating amongst the team and building relationships. Manage the team effectively and become a successful coordinator between the assigned team and internal/external customers
  • Participate in all front-line activities to maintain/enhance knowledge of the product
  • Developing service procedures, policies and standards
  • Frequently analyzing statistics and retrieve accurate and ready-to-use reports
  • Recruiting, mentoring and developing customer service team leads/ agents, training and motivating the team to achieve the highest performance
  • Reviewing function’s overall resources on a regular basis, workforce planning and ensure optimum manpower is available to support existing and ad-hoc business needs

Requirements:

  • Degree holder in any field of studies
  • Minimum 4+ years of relevant experience in Contact/ Call Centre or Customer Service environment with 2+ years in a Team Manager capacity
  • Passionate in delivering excellent customer service experience
  • Excellent leadership, communication and negotiation skills
  • Structured thought process with great sense of urgency
  • Able to work independently with minimal supervision
  • Strong analytical skills
  • Good command of English (both speaking and writing)
  • Willing to work on rotational shift basis, i.e. 24 hours’ x 7 days’

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