Search Jobs
Search by job, company or skills
Search by job, company or skills
Recruitment/Staffing/RPO
Job Description:
1. Lead, mentor, and manage a team of Customer Care Specialist , ensuring their adherence to company policies and customer service best practices.
2. Conduct regular performance evaluations and provide constructive feedback to team members to ensure continuous improvement.
3. Monitor and ensure that team members meet or exceed performance metrics such as response times, resolution rates, and customer satisfaction scores.
4. Manage staffing levels, shift rotations, and schedules to ensure full coverage for a 24x7 customer service operation.
5. Foster a positive team environment and motivate team members to achieve their goals.
6. Respond to escalated customer inquiries, resolving complex issues related to payment processing, subscription services, and fraud prevention.
7. Lead the team in maintaining a customer-centric approach, ensuring high standards of service and satisfaction.
8. Develop, analyze, and present reports on key performance metrics such as call resolution rates and customer satisfaction scores.
9. Use strong analytical and mathematical skills to evaluate data and identify trends or areas of concern within the team's operations.
10. Work closely with cross-functional teams, including product and operations, to ensure seamless customer service operations and address issues efficiently.
11. Participate in meetings and collaborate with leadership to provide insights and recommendations for improving customer service operations.
12. Utilize advanced Microsoft Excel, Word, PowerPoint, and Outlook skills to prepare detailed reports, presentations, and operational updates.
13. Ensure accurate documentation of customer interactions and resolutions in the company's CRM system.
14. Lead the team with a risk-based approach, ensuring compliance with payment processing regulations and digital industry standards.
15. Identify potential fraud or security risks and work with the fraud prevention team to mitigate and prevent issues.
Job Requirement:
1. Minimum Diploma, Advanced/Higher/Graduate Diploma, or Bachelor's Degree in any field or equivalent.
2. 4 years of experience in a call center environment, preferably within the e-hailing, e-commerce, financial services, banking, or commercial sectors.
3. At least 2 years of experience managing a team in a customer service setting.
4. Advanced proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
5. Strong understanding of e-hailing model.
6. Strong analytical and mathematical skills with attention to detail.
7. Creative and critical problem-solving skills, with the ability to apply a risk-based approach to complex issues.
8. Excellent written and verbal communication skills in English & Mandarin.
9. Proficiency in additional languages such as Malay & Cantonese, is an advantage.
10. Proven ability to lead a team, manage performance, and provide constructive feedback.
11. Ability to work with cross-functional teams to achieve desired results.
12. Self-motivated, positive attitude, and strong customer service ethics.
13. Ability to handle multiple tasks in a fluid, fast-paced environment and prioritize effectively.
14. Passionate about customer satisfaction and leading by example.
15. Willingness to work shifts in a 24x7 operation with rotating off days.
16. Able to respond to customer inquiries in a professional manner, maintaining the company's reputation for high-quality service.
Date Posted: 13/11/2024
Job ID: 100218717
We are an award-winning Malaysian company in the areas of Customer Experience, Learning & Training, Human Resource Outsourcing, Talent Management, and Business Process Outsourcing (BPO). Providing cost-effective contact centers, business processes, IT, and Managed services from Malaysia. Our on-shore and off-shore delivery capability span the region we are able to craft end-to-end solutions for customer support, sales, telemarketing, collections,customer service as well as internal IT and Business services. Vision and Mission Our vision is to create and deliver the branded customer experience for you, to ensure that your customers remain loyal. Our mission is the key to achieving this. We will assist you in maximizing your customer experience by ensuring that your people, processes, and operations consistently maintain a sharp focus on service, quality and business performance. Our Core Values Brandt International is more than a company. It's made up of each and every one of you together, we achieve more. Integrity All our actions and decisions are guided by honesty, fairness, and transparency. Maintain high ethical standards. Treat others in a fair, transparent, respectful, and objective manner do not abuse power or authority. Do not allow personal social/economic/political views or inappropriate pressures to influence decision-making. Take prompt and effective action to deal with unprofessional or unethical behavior. Act within and with respect for BRANDT rules and regulations. Takes responsibility for own work, including problems and issues Identifies ethical dilemmas and conflict of interest situations and takes action to avoid and prevent them Anticipate and prevent breaches in confidentiality and/or security Strive for Excellence We will strive for continuous improvement. We will produce the best products and deliver the best services we are capable of providing. We will challenge the process, the product, and our opinions. We will foster a team spirit, never challenging the person, but challenging the problem or opportunity. We will look for new opportunities to learn and grow. We will speak up when we do not understand or do not agree with others. We strive to be known as thought leaders and innovators in customer lifecycle marketing. Spirit of Adventure To be always curious, flexible, and persistent in paving new possibilities. We adopt a culture and mindset of continuous curiosity. We persistently try new possibilities and experiment even though mistakes may be made along the journey. We stay agile, flexible, and innovative on this journey to success. Respect for Diversity We treat all individuals with respect and dignity regardless of their differences, embrace and build upon the unique richness presented by the diversity that characterizes the organization and its staff, and promote gender equality. Respect and work effectively with people of all backgrounds. Are open-minded and seek to understand and empathize with those different to ourselves. Examine own biases and behaviors to avoid stereotyping. Challenge prejudice and intolerance in the workplace. Promote diversity to strengthen own/team work and achieve results.
