Job Details

Description :

Responsibilities:  

•    Provide a high quality customer support experience for end user thru email/chat, in order to increase lifetime value, and overall satisfaction with Client application

• Provide strategic and consultative advise and help solve technical issues by working with a large number of businesses from your market
• Fast learner of new technical skills and proactive about staying up to date on Client application and product details Responsibility
• Ensure business and individual agreed KPI’s are met on a day to day basis. Implementation plans to proactively address gaps on a ongoing basis.
• Ensure sufficient headcount on a day to day basis in order to meet SLA, RESOULTIONTIME and CSAT KPI’s by country, region and overall.
• Provide statistical and improve area operations, efficiency and service to both internal and external performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement
• Be available for employees that experience work and/or personal problems, providing appropriate coaching, counselling, direction and resolution.
• Performance Management out outliers in a prompt manner align to HR procedures and guidelines.
• Drive and build effective day to day client relationships.
• Effectively communicate to all external client stakeholders on a regular basis.
• Responsible for preparing and presenting business reviews to the client on a weekly, monthly, quarterly and ad-hoc basis.
• Able to use quantitative abilities to make effective, strategic decisions and able to exercise extraordinary judgment as a key stakeholder in defining our long-term long-tailservice strategy and able to work independently.
• Provide daily direction and communication to employees in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to customers.
• Drive daily operation of call centre to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement
• Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives
• Have appropriate judgment in upward communication regarding department or employee concerns
• Work directly with teams to resolve all internal consults, resolve customer escalations and manage customer communications for service outages or known issues and more
• Define team structure, workflow, tools, and system requirements, innovative

Requirements :

Requirement
(Knowledge, Skills, and Abilities)
•    Minimum Bachelor’s Degree required
•    Must be the user and/or familiar with using the client's app and its features
•    Extremely fluent in English and local Chinese language (spoken and written)
•    Have prior Customer Service experience
•    Have prior Account Management experience
•    Have prior Supervisory experience
•    Data analysis skills required
•    Competency in speaking, reading and writing in required native language in business discipline
•    Have good interpersonal and team-working skills, allowing them to engage positively with all members of their team and provide leadership and support, where required
•    Goal oriented and innovative
•    Be professional and cooperative, to ensure an effective working partnership with Stakeholders, subject specialists and staff
•    Have excellent organizational and administrative skills (including attention to detail)Have good presenting/training skills (for sharing standards with colleagues and team-members)

•    Permanent
•    2 Shift Time
•    Diploma / Advanced Diploma / Higher Graduate Diploma
•    RM5,000+
​​​​​​​•    Office administrative, office support and other business support activities