Manager of Malaysia Customer Support, Call Center

1 week ago

Kuala Lumpur, Malaysia ASEA Full time

**Manager of**Malaysia**Customer Support, Call Center**

ASEA is looking for a talented and enthusiastic **Manager of Malaysia Customer Support**to join our team. ASEA, a global leader in cellular health, is dedicated to providing a sustainable lifestyle by delivering high-quality health products through a direct-selling distribution model. ASEA offers first-to-market products that affect health at the genetic level.

**SUMMARY**:
**RESPONSIBILITIES**:

- Leads and builds a strong team of team leads and representatives to support our associates globally.
- Motivates and encourages team recognition and departmental meetings.
- Understands and guides the departmental goal towards one-call resolution.
- Interviews and hires staff.
- Act as an information source, answer questions, assign tasks and provide follow up and instruction.
- Manages schedules to control adequate staffing levels.
- Is an informed and educated resource on the ASEA product line.
- Resolves escalated problems when necessary.
- Possesses strong communication skills; collects and disseminates information to the team.
- Works with International Support Manager, Quality and Training Manager and Work Front management Team to ensure the team acquires appropriate support.
- With the leadership team, helps maintain and continues to build a support knowledge base.
- Ensures compliance to organizational processes and policies.
- Provides performance evaluations for direct reports and reviews evaluations completed by Team Lead.
- Drives employee performance by collecting and reviewing data and driving departmental goals and standards.
- Other duties as assigned.

**QUALIFICATIONS**:

- 5+ years' experience in customer service in a call center, with a minimum of 2+ years' leading teams.
- BS/BA degree in business, or other related field or equivalent work experience.
- Understanding of call center workforce tools, phone systems and other call center software.
- Experience with Direct Sales or Network Marketing industry strongly preferred.
- Strong organizational skills.
- Proven track record in leading, coaching, teaching, and inspiring others.
- Experience working under pressure, make strong decisions and calming down escalated situations.
- Ability to work independently and be an adapt problem solver.
- Friendly, flexible, dependable, and professional.
- Great attention to detail and ability to multitask.

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