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Call Centre Quality Assurance

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Transcosmos Malaysia Sdn Bhd Full time

Position:
Customer Service Team Leader

Project :
Social Media & Ecommerce Account

Type: 1 year renewable contract

Location:
Public Bank 2, Raja Chulan

Time :
Rotational shift between 11am - 11pm

Qualification:

  • Have at least 1 years experience in leading a team
  • Have experience in ecommerce industry

Job description:

  • Overseeing customer service team to ensure all KPIs are met
  • Ensure the team adheres to the SOPs and to deliver high quality services to our clients
  • Monitor the Service level Agreement (SLA) as agreed by our Client, and to report any issues that arise on the floor effectively and efficiently
  • Continuously monitor agents' performances, and to provide consistent and regular feedback to them
  • Responsible to generate hourly report, and to take action appropriately to maintain SLA
  • Always ready and proactive in suggesting any improvement plans to the management
  • To monitor agents attendance and to ensure the team strictly adheres to call centre guidelines

Job Types:
Full-time, Contract

Contract length: 12 months

Pay:
RM4, RM5,000.00 per month

Benefits:

  • Dental insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Schedule:

  • Rotational shift

Application Question(s):

  • What is your expected salary??
  • What is your expected salary?
  • When is the earliest you will be able to join?