Call Center Manager

2 days ago


USJ, Malaysia ManagePay Systems Berhad Full time

**Responsibilities**:
**Call Center & Service Assurance;**
- Develop and implement call center / Service Assurance/ customer service policies and procedures
- Review and assess customer service contracts
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Manage and direct daily operations of the call center / customer service team
- Train and assist daily operations of the call center / customer service team
- Plan, prioritize and delegate work tasks to ensure proper functioning of the department
- Plan the necessary resources and tools are available for quality customer service delivery
- Ensure the necessary resources and tools are available for quality customer service delivery
- Track and review customer complaint, resolution and monitor random calls for quality improvement
- Handle complex and escalated customer service issues
- Monitor accuracy of reporting and data base information
- Collect, analyse and summarize data to generate customer service performance reports
- Identify and implement strategies to improve quality of service, productivity and profitability
- Liaise with management team to support growth and improvisation
- Coordinate and manage customer service projects and initiatives
- Forecast and analyse data to ensure budget requirements are met.
- Appraise and manage staff performance to meet KPI set.
- Coordinate staff recruitment, identify training and coaching needs
- Lead the team to promote our card and products through telemarketing initiatives.
- Well versed with product knowledge.
- Meet and exceed sales performance indicator.

**Customer Service;**
- Assist / support the Reporting Officer in the handling customer complaints / feedback.
- Assist / support the QuicKash / QuicKredit (Business Financing Team) in tasks assigned for the running of onsite (in-house) activities and selected offsite activities such as public seminars, “Open Day” and roadshows.
- Assist / Support the related stakeholders of QuicKash / QuicKredit in the compilation / preparation of statistical reporting (both periodical and ad-hoc) and its timeliness submission as required by the Regulators (Securities Commission Malaysia / Registrar of Money Lenders - KPKT) and the management team of QuicKash / QuicKredit.
- Assist / support the Sales Team and/or Loan Processing & Credit Underwriting Team and/or other stakeholders to ensure efficient management / disbursement of QuicKash P2P Financing / QuicKredit Micro-Financing manage / resolve QuicKash / QuicKash loans documentation exceptions and take corrective measures to minimize / prevent re-occurrence.
- Achieving KPIs as determined by the Management.
- Maintain good inter department / business unit harmony and working relationship with the aim to elevate internal efficiency and service quality which ultimately will benefit the customer and create strong customer retention / customer loyalty / brand image.

**Job Types**: Full-time, Permanent

Pay: RM4,500.00 - RM6,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Maternity leave
- Vision insurance

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 2 years (preferred)

**Language**:

- Bahasa Malaysia (preferred)
- English (preferred)



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