Customer Service Team Leader Trevo

7 months ago

Kuala Lumpur, Malaysia SOCAR Mobility Malaysia Full time

Are you a talented and driven problem solver who would like to join our team in Kuala Lumpur ? Someone with a startup mentality, who is capable of integrating into a multicultural team?

TREVO is SOCAR's newest evolutionary addition to the car-sharing ecosystem - a peer-to-peer marketplace TREVO aims to change not just the way people in South East Asia move around, but also to help, assist, educate, and change the way people live in the perspectives of financial management by strengthening the sharing economy in the car-sharing space, starting with Malaysia.

While you are changing the lives of millions, you will be changing yours too.

Want to be in the driver seat of this wild, yet exciting journey?

**What will you be engaged in?**

**As our new Team Leader you will have the opportunity to improve customer service experience, create engaged customers and facilitate organic growth within the department and throughout the organisation.**
- Work closely with the Customer Service Manager and take ownership of customers issues and follow problems through to resolution
- Manage the customer service agent's day to day tasks, both In-house and BPO
- Maintain an orderly workflow according to priorities, continuously aligning with the Customer Service Manager
- Maintain high level of customer satisfaction for all claims services provided through measurement of Net Promoter Score (NPS) so to enhance customer's experience with the Company.
- Analyze trends of Net Promoter Score (NPS) Detractors/Promoters to identify opportunities to improve customer experience
- Conduct root cause analysis to identify the drivers of customer sentiment and behaviour
- Ability to understand automation solutions using industry-leading tools and technologies.
- Analyze existing workflows and identify areas for improvement through automation.
- Integrate automation solutions with existing systems and platforms to ensure seamless operation.
- Monitor and maintain automation processes to ensure reliability and performance.
- Lead and develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Produce accurate reports for key stakeholders as required
- Assist in recruiting, mentoring and developing customer service agents and nurture an environment where they can excel through encouragement and empowerment

First and foremost, ask yourself: Are you customer-obsessed? This is SOCAR's prime value that drives our mission forward. If your heart and mind shout “YES, I am”, you have just identified a fundamental match between you and your future SOCAR team.
- Proven experience with a leading role in a customer-oriented operations
- Highly customer-centric and driven to achieve best-in-class customer experience.
- Ability to think strategically and obsessed with process improvement to deliver higher service quality to external and internal customers.
- Strong client-facing and communication skills, able to present and articulate well to peers and stakeholders.
- High proficiency in English and Bahasa Malaysia.
- Data-oriented, with advanced-level Ms Excel knowledge.
- Bachelor's Degree in Business Administration or any other relevant discipline.
- Added advantage:

- Working knowledge with RDBMS (MySQL, Ms SQL etc.)
- Familiar with Lean and Six Sigma methodologies.

**What will we offer you?**
- Be part of the fastest growing car-sharing company in the world
- Opportunity to drive new ideas and make a measurable impact on company metrics
- Work with incredibly driven people with great executable ideas
- Competitive Salary
- Medical Insurance
- SOCAR travelling credits
- Phone allowance
- International environment (we are 10 different nationalities in the office)
- The chance to launch new markets in different countries
- Endless company events (Futsal, cinema, birthday cakes, celebrations, team lunch and dinner...)

**How will your roadmap to join SOCAR look like?**
- 1 session - Talent Acquisition Team (Virtual or face-to-face)
- 1 business case (To be pitched in HOD round)
- 1 session - HOD (Virtual or face-to-face)

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