Customer Service Representative

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia PERSOL APAC Full time 40,000 - 60,000 per year

Short Role Summary:

Campaign role is to execute effective day-to-day telemarketing campaigns management to achieve the given KPIs on sales and quality. He/she is accountable to make sure outsourced call center is managing the sales TSRs and conducting genuine sales call in compliance to our call guide to potential customers/ partner leads.

Job Responsibilities:

  • To ensure daily sales target and all the set KPIs are met.
  • Manage call center including their sales TSRs attendance & tardiness.
  • Ensure call center strictly adheres to call center discipline and guidelines.
  • Implements and drive results of telemarketing incentive program in the effort to close any production gap and meet the sales target.
  • Oversee and ensure Sales call QA done timely as per the SLA (same day and plus 1 day) and
  • support miscellaneous ad-hoc call project. All successful billed though cases to be verified on the date of billing deduction.
  • Monitor billing to improve new business issuance rate.
  • Monitor sales file daily submission to New Business to ensure automation in place and files processed.
  • To provide feedback, training, coaching, and support to call centers to improve sales
  • performance and its quality. Verify the use of scripts, product knowledge, sales closing skill, greeting, listening, etiquette and objection handling.
  • To prepare and provide relevant tracking reports for reference and improvement.
  • To random audit the sales calls and live call to ensure sales quality
  • Key liaison between FWD and call center
  • Liaison with partners on leads and matters related to telemarketing/customers. Leads preparation for call center.
  • Necessary internal liaison with internal stakeholders including CS, Operation, IT, Finance Governance.
  • New responsibilities may be added from time to time when necessary.

Job Requirements:

  • Bachelor's Degree in Business, Marketing, Communications, or any related field.
  • Minimum 1 to 2 years of experience in telemarketing, telesales operations, or call center campaign management. Experience in insurance/financial services industry is an added advantage.
  • Strong verbal and written communication skills in English and Bahasa Malaysia. Able to communicate clearly and professionally with internal and external stakeholders.
  • Experience managing outsourced call centers or telesales agents including performance monitoring, coaching, and discipline handling.
  • Able to monitor QA, ensure call quality and compliance with guidelines and regulatory standards.
  • Proficient in Microsoft Office (Excel, PowerPoint) and familiarity with CRM or telemarketing systems/tools.
  • Adaptability: Able to multitask, handle ad hoc tasks and work in a fast-paced environment.

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