Contact Centre Voice Team Leader(Multilingual)

Duties & Responsibilities

To provide help and advice to customers on U Mobile and services as well as handle all incoming transactions received via email, social media, NGO, regulatory bodies and complaint cases via other channels

• Job Duties: -

Handles and responds to customer enquiries and provides support in terms of conducting investigation into issues via regulatory bodies, emails and social media which includes, but not limited to Facebook, Twitter, forums etc.

• Ensuring all issues are handled within timeline specified and in a professional manner, providing appropriate recommendations and solutions to resolve issues raised in accordance with guidelines and process set

Reviewing outstanding issues, ensuring customers are kept informed of progress and status on a regular basis from time issue is raised until it is close

• Ensure frequent and consistent follow up on the issue with both customer as well as internal U Mobile departments to resolve the issue

Managing the daily running of the operation i.e adherence of schedule, attendance, scheduling, floor management, real time performance management etc

• Handling all escalation i.e call back, demand to speak to supervisor, complain etc and provide guidance to CSE i.e clarification, resources, difficult or complex problems etc

Conducts briefings or training to communicate product services information, work procedure, company policies, performance updates, gather feedback from CSE etc

• Providing feedback to immediate manager on individual and the team as a whole

Manages team performance in accordance to KPI i.e discipline, productivity, efficiency, quality etc

• Requirements: -

• Minimum diploma, bachelor's degree, professional degree or equivalent

• Min 3 years experience in customer service or contract center with at least 1 year working related experience in handling non phone transaction i.e email, social media transactions.

• Relevant experience in handling complex enquiries/issues and conducting investigation/review into those to provide an accurate resolution

• Able to use Microsoft office and savvy with updates and progress of social media world

• Excellent business letter writing skills and strong spoken communication skills

• Able to work on rotation shifts (7days a week on business operations hours)

• Minimum typing speed of between 25-30 wpm and accuracy of above 90%
  
  Job Type: Full-time
  
  Pay: From RM3,000.00 per month
  
  Benefits:
• Cell phone reimbursement

Dental insurance

• Gym membership

Health insurance

• Maternity leave

Opportunities for promotion

• Parental leave

Professional development

• Vision insurance

Schedule:

• Rotational shift

Supplemental Pay:

• Yearly bonus

Language:

• Bahasa Malaysia (Required)

English (Required)
* Mandarin (Required)