Customer Service Manager

This job is available on Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday



Job StateKuala Lumpur
Job FunctionCustomer Service - General
Job IndustryBanking / Finance Services / Investment
This company is willing to hireSingle Parent

Job Description

High service quality mindset and excellent communication skills across all levels to understand customer’s requirements, concerns, and areas of improvement in service quality.
Serious crisis management and clear-headed thinking
Help determine and define call center operational strategies by conducting needs assessments.
Understanding contact center metrics and applying the given technology to optimize the workforce is essential.
Assist in defining user requirements, focusing on efficiency and effectiveness.
Bring a wealth of knowledge to the Team, focusing on sharing, guiding, building up Team members, by increasing competencies and identifying best practices.
Build a culture that includes performance reviews, coaching, counseling, and disciplining employees.
Ensure a safe, friendly working environment.
Ensure company compliance initiatives are in place and monitorable, both at the local and international level
Liaise with both internal and external stakeholder to ensure the improve and exceed the service quality
Strong background in Contact Centre / BPO activity
Minimum 5 years of experience in call center with at least 2 years of people management experience
Prior experience of remotely managing a team
Experience managing a multi-channel environment (telephone, email, chat, social media) highly preferred.
Undergraduate degree in any discipline
Excellent verbal and written English
Knowledge of technology and mobile applications
Ability to work with minimal guidance or supervision
Excellent listening skills,
Critical thinker with attention to detail

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Job State
Kuala Lumpur
Job Function
Job Industry
This company is willing to hire
Posted on