Cx Manager- Contact Center

2 weeks ago

Subang Jaya, Selangor, Malaysia Lenovo Full time

General Information:

  • Req #
  • WD Career area:


Customer Experience
  • Country/Region:
  • Malaysia
  • State:
  • Selangor
  • City:
  • Petaling Jaya
  • Date:


Saturday, June 15, 2024
  • Working time:
  • Fulltime

Additional Locations:


 Malaysia
  • Kuala Lumpur
  • Kuala Lumpur


 Malaysia
  • Selangor
  • Petaling Jaya


 Malaysia
  • Melaka
  • Melaka

Why Work at Lenovo:

We are Lenovo. We do what we say. We own what we do. We WOW our customers.


Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets.

Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world's largest PC company by further expanding into growth areas that fuel the advancement of 'New IT' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.


Description and Requirements:

Summary:

The Customer Experience(CX) Manager is responsible for identifying opportunities to enhance the customer experience across all touchpoints and driving impactful improvements in collaboration with cross-functional teams.

This role will also handle high-level customer escalations and work to resolve complex issues to improve customer satisfaction.

Key Responsibilities

People Management


The CX manager will be responsible for leading and managing a team of 45 members that supports the Greater Asia Pacific Region.

This role includes overseeing headcount planning, capacity planning, shift scheduling, and performance management.

From Customer engagement stand point below will be the key focus areas.

Customer Experience Strategy and Optimization:

  • Analyze customer feedback, usage data, and journey mapping to pinpoint pain points and opportunities for experience enhancement.
  • Partner with Technical Support, Field Service, Sales, and other teams to design and implement customercentric solutions.
  • Develop and execute a roadmap for continuous customer experience improvements.
  • Measure the impact of experience initiatives and refine approach based on data and feedback.

Customer Escalation Management:

  • Manage the process for handling highlevel customer escalations and complex issues.
  • Investigate root causes and work crossfunctionally to develop effective resolutions.
  • Serve as the main point of contact for executivelevel customer inquiries and complaints.
  • Identify trends in escalations and collaborate with teams to implement preventative measures.

Voice of the Customer:

  • Establish and oversee the collection of customer feedback through transactional surveys, NPS, and other channels.
  • Analyze customer data to uncover insights and identify areas for improvement.
  • Regularly communicate customer insights to stakeholders and ensure they are incorporated into decisionmaking.

Cross-Functional Collaboration:

  • Work closely with AP and WW teams to align on customer experience initiatives.
  • Provide customer experience training and guidance to empower employees to deliver exceptional service.

Qualification and Experience

  • Degree in IT or Business Administration or related discipline.
  • Ten-Twelve years of relevant experience in working in contact center or support center environment leading team and in customer focal role.
  • Excellent communication and interpersonal skills.
  • Bilingual in Cantonese & English.

Additional Locations:


 Malaysia
  • Kuala Lumpur
  • Kuala Lumpur


 Malaysia
  • Selangor
  • Petaling Jaya


 Malaysia
  • Melaka
  • Melaka
  • Malaysia


 Malaysia
  • Kuala Lumpur
,


 Malaysia
  • Melaka
,


 Malaysia
  • Selangor


 Malaysia
  • Kuala Lumpur
  • Kuala Lumpur
,


 Malaysia
  • Selangor
  • Petaling Jaya
,


 Malaysia
  • Melaka
  • Melaka

  • Call Center Telesales

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Redberry Contact Center Sdn Bhd Full time

    **30 KEKOSONGAN KEMASUKAN SEGERA**- **LOKASI: Petaling Jaya (Seksyen 13)**:- **WAKTU BEKERJA: ISNIN - JUMAAT, 9:30 PG - 7 PTG**:- **GAJI ASAS/BASIC SALARY: SEHINGGA RM KOMISYEN SEHINGGA RM RM 4000****SKOP KERJA**- Kerja dalam pejabat sahaja (tidak perlu berjumpa pelanggan)- Hanya menghubungi pelanggan institusi kewangan yang disediakan- Memaklumkan produk...

  • Call Center Telesales

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Redberry Contact Center Sdn Bhd Full time

    **30 KEKOSONGAN KEMASUKAN SEGERA**- **LOKASI: Petaling Jaya (Seksyen 13)**:- **WAKTU BEKERJA: ISNIN - JUMAAT, 9:30 PG - 7 PTG**:- **GAJI ASAS/BASIC SALARY: SEHINGGA RM KOMISYEN SEHINGGA RM RM 4000****SKOP KERJA**- Kerja dalam pejabat sahaja (tidak perlu berjumpa pelanggan)- Hanya menghubungi pelanggan institusi kewangan yang disediakan- Memaklumkan produk...

  • Telemarketer (Pegawai Pemasaran - Call Center)

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Redberry Contact Center Sdn Bhd Full time

    **30 KEKOSONGAN KEMASUKAN SEGERA**- **LOKASI: Petaling Jaya (Seksyen 13)**:- **WAKTU BEKERJA: ISNIN - JUMAAT, 9:30 PG - 7 PTG**:- **GAJI ASAS/BASIC SALARY: SEHINGGA RM KOMISYEN SEHINGGA RM RM 4000****SKOP KERJA**- Kerja dalam pejabat sahaja (tidak perlu berjumpa pelanggan)- Hanya menghubungi pelanggan institusi kewangan yang disediakan- Memaklumkan produk...

  • Telemarketer (Pegawai Pemasaran - Call Center)

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Redberry Contact Center Sdn Bhd Full time

    **30 KEKOSONGAN KEMASUKAN SEGERA**- **LOKASI: Petaling Jaya (Seksyen 13)**:- **WAKTU BEKERJA: ISNIN - JUMAAT, 9:30 PG - 7 PTG**:- **GAJI ASAS/BASIC SALARY: SEHINGGA RM KOMISYEN SEHINGGA RM RM 4000****SKOP KERJA**- Kerja dalam pejabat sahaja (tidak perlu berjumpa pelanggan)- Hanya menghubungi pelanggan institusi kewangan yang disediakan- Memaklumkan produk...

  • Call Center Telesales Executive

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Redberry Contact Center Sdn Bhd Full time

    **50 KEKOSONGAN KEMASUKAN NOV**- **LOKASI: Redberry City, SECTION 13, PETALING JAYA (LRT terdekat Stesyen Asia Jaya atau Stesyen MRT Phileo Damansara).**:- **WAKTU BEKERJA: ISNIN - JUMAAT |9:30 PG - 7:00 PTG|**:- **GAJI ASAS/BASIC SALARY: RM2000**:- **ELAUN LATIHAN/TRAINING: RM50/SEHARI**:- **KOMISYEN: SEHINGGA RM4,000 BERDASARKAN TARGET**:- **SUBSIDI...

  • Assistant Contact Center Manager

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Teleperformance Full time

    Qualifications:Requirements: Experience working in or with Canada or Australia region Minimum 5 years of work experience in the related field/industry (Technology, E-Commerce, BPO, Customer Care) Prior experience in managing a customer support operation is preferred Demonstrated experience in implementing cross company business processes across multiple...

  • Customer Service Executive

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Redberry Contact Center Sdn Bhd Full time

    VACANCIES:10 positions:INTAKE:SEPTEMBER 2023:WORKING HOURS/DAYS:|8:30 AM - 6:00 PM| MONDAY - FRIDAY (Observing SG's public holiday):LOCATION:REDBERRY CONTACT CENTER, SECTION 13, PETALING JAYA (Nearest LRT - Asia Jaya/MRT Phileo Damansara)**JOB DESCRIPTION: - * Patiently listen to customer's inquiries or problems Deliver polite and accurate responses to...

  • Pegawai Pemasaran

    2 weeks ago

    Subang Jaya, Selangor, Malaysia REDBERRY CONTACT CENTER SDN BHD Full time

    50 KEKOSONGAN KEMASUKAN JUNE/JULY LOKASI: Redberry City, SECTION 13, PETALING JAYA (LRT terdekat Stesyen Asia Jaya atau Stesyen MRT Phileo Damansara). WAKTU BEKERJA: ISNIN - JUMAAT |9:30 PG - 7:00 PTG| GAJI ASAS/BASIC SALARY: RM2000 ELAUN LATIHAN/TRAINING: RM50/SEHARI* KOMISYEN: SEHINGGA RM4,000 BERDASARKAN TARGET *Tertakluk pada syarat SKOP KERJA Kerja...

  • Team Leader

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Redberry Contact Center Sdn Bhd Full time

    Are you FUN, PASSIONATE, and TRUSTWORTHY? Come and be part of our team REDBERRY CONTACT CENTER SDN BHD is currently looking for new hires.LOCATION:Redberry City, Seksyen 13, Petaling JayaWORKING DAYS:Monday - Friday, 9 :30 am - 7:00 pmBASIC SALARY:RM2500 - RM3500OVERRIDING COMMISSION:UP TO 5KRequirements: At least 1 year(s) of working experience in the...

  • Customer Service Executive

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Redberry Contact Center Sdn Bhd Full time

    VACANCIES:10 positions:- INTAKE:February/March 2024 (Immediate Hiring):- LOCATION:Redberry Contact Center Sdn Bhd, Section 13, Petaling Jaya.(Nearest LRT - Asia Jaya/MRT Phileo Damansara):- WORKING DAYS/HOURS:Monday - Sunday, 5 days/week (including weekends & public holidays), |10:00 am - 8:00 pm|Our client is a renowned brand in Electric Vehicle industry,...

  • Customer Service Executive

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Redberry Contact Center Sdn Bhd Full time

    JOB HIGHLIGHTS- Office Location:Section 13, Petaling Jaya:- Permanent Fixed Shift from 9 am - 6 pm, Monday Sunday (including weekends & public holidays):- Language skill allowance $$$:- Language Required:Mandarin & English (serving Malaysian market):- Positive, Friendly & Fun Working EnvironmentRole & Responsibilities Manage inquiries via all supported...

  • Pegawai Pemasaran

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Redberry Contact Center Sdn Bhd Full time

    **50 KEKOSONGAN KEMASUKAN JUNE/JULY**- **LOKASI: Redberry City, SECTION 13, PETALING JAYA (LRT terdekat Stesyen Asia Jaya atau Stesyen MRT Phileo Damansara).**:- **WAKTU BEKERJA: ISNIN - JUMAAT |9:30 PG - 7:00 PTG|**:- **GAJI ASAS/BASIC SALARY: RM2000**:- **ELAUN LATIHAN/TRAINING: RM50/SEHARI**:- **KOMISYEN: SEHINGGA RM4,000 BERDASARKAN TARGET****Tertakluk...

  • Pegawai Pemasaran

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Redberry Contact Center Sdn Bhd Full time

    **50 KEKOSONGAN KEMASUKAN NOV**- **LOKASI: Redberry City, SECTION 13, PETALING JAYA (LRT terdekat Stesyen Asia Jaya atau Stesyen MRT Phileo Damansara).**:- **WAKTU BEKERJA: ISNIN - JUMAAT |9:30 PG - 7:00 PTG|**:- **GAJI ASAS/BASIC SALARY: RM2000**:- **ELAUN LATIHAN/TRAINING: RM50/SEHARI**:- **KOMISYEN: SEHINGGA RM4,000 BERDASARKAN TARGET**:- **SUBSIDI KOS...

  • Customer Service Executive

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Redberry Contact Center Sdn Bhd Full time

    VACANCIES:10 positions:- INTAKE:JULY/AUGUST 2023 (IMMEDIATE HIRING):- BASIC SALARY:RM2300 - RM 2500:- LANGUAGE (MANDARIN)ALLOWANCE:RM400:- WORKING HOURS/DAYS:FIVE WORK DAYS, INCLUDING WEEKENDS & PUBLIC HOLIDAYS:- WORKING HOURS:|9:00 AM - 6:00 PM|:- LOCATION:REDBERRY CONTACT CENTER, SECTION 13, PETALING JAYA (Nearest LRT - Asia Jaya & MRT - Phileo...

  • Customer Contact Center Representative

    2 weeks ago

    Subang Jaya, Selangor, Malaysia MATCHLINK SDN BHD Full time

    Job Description: Handle all customer interactions and enquiry on a timely basis and initiate best possible solutions, ensure KPIs are achieved consistently. Deliver excellent services and increase customer satisfaction. Identify opportunities to upsell relevant products. Work closely with sales team for any sales enquiry from new customers. Maintain...

  • Contact Centre Representative

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Intelek Talent Solutions Sdn Bhd Full time

    Role: Contact Centre RepresentativeHeadcount: 2**Tenure: 6 months contract under the payroll of client Leading to permanent based on performance**Work Location: Damansara Uptown 5, Petaling JayaSalary: Between RM2,500 to RM2,800- Fixed Allowance:RM400:- Overtime: As and when is required by the companyTraining Provided:- Class room: 2 weeks:- On-the-job: 1...

  • Assistant Contact Center Manager

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Teleperformance Full time

    Qualifications:Requirements: Bachelor's degree or equivalent diploma 23 years of managerial experience in Customer Complaints Operations, including handling Fraud chargebacks Proficient in written and verbal communication in English and at least one local language (MN/ID/PH) Ability to provide feedback and coaching to Team Leaders and team members based on...

  • Call Center Manager- Anz

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Lenovo Full time

    General Information: Req # WD Career area:ServicesCountry/Region: Malaysia State: Selangor City: Petaling Jaya Date:Thursday, August 24, 2023Working time: FulltimeAdditional Locations: Malaysia Selangor Petaling JayaWhy Work at Lenovo:_We are Lenovo. We do what we say. We own what we do. We WOW our customers._ Lenovo is a US $70 billion global Fortune 500...

  • Management Associate

    2 weeks ago

    Subang Jaya, Selangor, Malaysia Air Liquide Full time

    ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and...

  • Customer Service Executive

    2 weeks ago

    Subang Jaya, Selangor, Malaysia REDBERRY CONTACT CENTER SDN BHD Full time

    We have been in establishment since in Malaysia since 2001, specialize in outbound calls operations and inbound customer service for e-commerce & telco provider. From a small start up of 15 employees we now have close to 300 family members, regionally. We would like to invite you to be part of our enterprising team.SPM / O Level / SKM Level 1 / SKM Level 2 /...