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Customer Service Manager

3 weeks ago

Kuala Lumpur, Malaysia IT Consulting Company Full time

Duties:

- Work with Head of Engagement to set performance targets for the team monitor call quality through call audits and provide coaching to contact centre staff
- Perform capacity planning to meet call demands
- Identify training needs and provide training to the team to ensure that the team is equipped with up to date knowledge and skills to deliver the service
- Handle escalated enquiries and complaints, and work with other departments to resolve issues
- Manage staff recruitment and development
- Provide regular reports on call performance statistics and analyse trends
- Define user requirements and technical specification for contact centre system
- Execute user acceptance testing.

**Requirements**:

- Degree holder preferred
- Experience with General / Life Insurance Products
- Min 3 years of contact center management and 5 years of team management
- Good problem-solving skill
- Experience in participating in projects and performing user acceptance testing preferred
- Good people management skill

**Job Type**: Permanent

Pay: RM8,000.00 - RM10,000.00 per month

Schedule:

- Monday to Friday
- Rotational shift
- Weekend jobs

Application Question(s):

- Notice Period

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Team Management: 5 years (required)
- Insurance Industry/Banking Industry: 3 years (required)
- Contact centre Management: 3 years (required)