Job Description

About the Company
A leading global provider of technology-enabled business process outsourcing solutions that provides omni-channel customer experience management, back office and technology services to corporations around the world across a range of industries.

Principal Accountabilities (Key Result Areas)

• To ensure desired customer delight by providing satisfactory response to customer interaction.
• Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
• Evolve more effective work process for improving customer interactions.
• Constantly monitor & review performance metrics for achievement of objective.
• Contribute inputs towards sales & marketing plans.
• To interface with respective work centre for resolution of complaints.
• Manage resolution of billing queries /Issues.
• To track & ensure closure of complaints.
• To effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents & ensure effective implementation.
• Effectively manage shift operations.
• Interface with IT/HR/ Training/Quality.
• Collate data & generate MIS report.

Standards for Measuring Success

• Customer satisfaction survey
• Meet service level
• Monthly call analysis
  • Quantitative
  • Qualitative
• No. of issues resolved within the standard time.
• Agents productivity
• Other key management attributes & Key Performance Indicators (KPIs) as agreed.
  

Tools & Resources required Knowledge

• Qualification: Graduate
• Experience: 3-5 Years experience. The incumbent should have experience in the field of customer service (call centre exposure must)
• Standard office and computer equipment.

Environmental Attributes

• Busy, frequently noisy and stressful.
• Frequent interruptions and potentially upset clients.

Attitude

• Positive
• Customer-centric
• Fast paced and prompt
• Achievement oriented
• Energetic and Enthusiastic
• Dressing appropriately

Skills

• Spoken Communication skills
• English Language skills
• Proficient in MS Office & Computer skills
• Probing skills
• Analytical skills
• Influencing skills
• Interpersonal skills
• Leadership qualities
• Problem Solving skills
• Counselling skills

Staff Benefits

• Work Permit Provided (renewable)
• Opening a bank account
• Medical, Dental & Insurance coverage
• Monthly company activities
• 12 Annual leave / 14 Medical leave
• Company van operated
• Airport pickup service /Temporary accommodation 14 days

Remuneration
Basic up to MYR 12,000

Working Hours
Between 8 am - 5 pm (8 hours + 1 hour break) |5 days rotational (Monday to Sunday)

 
Consultant in Charge
Angel Chok | 014 612 6048 | angel.chok@hunters-in.com