Job specifications
Any Degree.
5 to 10 years of prior experience in Call Centre operations or backend support, preferably in a similar industry.
Should have prior experience in handling large teams (100+ members) with solid people management skills.
Robust verbal and written communication skills.
Proven ability to work in dynamic, target-driven environments.
Demonstrated flexibility and initiative in achieving daily operational goals.
Willing to work at rotational shifts.
Knowledge of customer service practices and principles.
Strong demonstrated use of Excel, Word, and PowerPoint.
Key Responsibilities:
Coordinate daily customer service operations (e.g. Complaints, Booking and Reports)
Track the progress of weekly, monthly, quarterly and annual objectives.
Monitor and maintain incoming calls data.
Supervise and motivate staff to perform their best.
Support new and existing employees on complaints related issue calls.
Suggest process and product training programs and techniques.
Communicate with employees and evaluate their needs.
Create and monitor reports, analyze and interpret data.
Conduct regular audits to ensure the call quality is skilled and presentable.
Make sure all employees adhere to company s policies and guidelines.
Act as our representative and set an example for our staffs.
Conducting meeting with TLs and Floor incharges.
Coordinating with vendor support & software team on service related issue and upgrading on services.
Escalating system and network related issue to admin department and fix the issue.
Ensure customer support activities and streamline the process.
Optimizing profits by controlling costs.
Ensuring that health, safety, and security rules are followed.
Taking disciplinary action when necessary.
Processing Joining and exit formalities for employees.
Ensure the confirmation for the employees.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.