Customer Service Team Manager/ Team Lead

2 weeks ago

Kuala Lumpur, Malaysia Agensi Pekerjaan Times Management Consultancy Sdn Bhd Full time

Proactively solves problems and provides timely resolution to ensure mínimal impact to customer and employee satisfaction.
- Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
- Promotes a supportive environment in which employees are encouraged to solve problems an address customer issues.
- Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
- Performs the work of CSO during periods with high call volume.
- Provides on-the-job training and mentoring.
- Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors
- Monitors and documents team members’ performance results.
- Ensures that all team members have the necessary tools and information to excel in customer service.
- Identifies team and individual training needs and develops plans for immediate and long-term performance improvements.
- Coordinates with training and quality assurance teams to identify systemic quality-improvement opportunities

Requirement
- At least a recognized Degree.
- At least 2 years of supervisor and team management experience, preferably in a Contact Centre environment.
- Ability to clearly understand customers’ needs and provide appropriate solutions accordingly.
- Resourceful and able to make decisions to resolve various issues.
- Ability to work in a fast-paced, team-oriented environment.
- Ability to work on a 7 day shift with staggered hours/ rotational shift including weekends and Public Holidays

**Salary**: RM3,800.00 - RM6,000.00 per month

**Benefits**:

- Health insurance
- Meal allowance

Schedule:

- Rotational shift

Supplemental pay types:

- Performance bonus

Application Question(s):

- notice period

**Experience**:

- team lead: 2 years (required)

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