Assistant Manager, Customer Care

4 days ago

Petaling Jaya, Selangor, Malaysia Swap Asia Full time

Position Summary

The Assistant Manager, Customer Care (Call Centre), is to ensure the smooth execution of daily operations while upholding the highest standards of professionalism and consistently meeting customer expectations.

Key Responsibilities: -

  • Handle all inbound calls related to claim submissions and telco-related matters, including product inquiries, escalations, billing issues, investigations, and providing timely solutions within the agreed SLA.
  • Execute all responsibilities with professionalism while consistently exceeding customer expectations.
  • Ensure all agents follow the defined processes and Standard Operating Procedures (SOPs).
  • Monitor daily performance to ensure all KPIs and SLAs are achieved.
  • Oversee smooth day-to-day operations of the Customer Care team.
  • Track and monitor the Net Promoter Score (NPS) and Customer Effort Score (CES), ensuring results meet KPI targets, and conduct recovery calls for low-scoring feedback.
  • Manage workforce scheduling to ensure adherence and effective manpower planning.
  • Ensure accuracy and timeliness in all operational reports.
  • Drive improvement plans based on product, customer, and operational feedback.
  • Identify training needs and develop upskilling plans to enhance team capability and service quality.

Requirements:-

  • Diploma or equivalent qualification in any field; higher qualifications are an added advantage.
  • Minimum 3–5 years of experience in a team leader or higher role.
  • Experience in call centre / customer service environment.

  • Must be willing to work in a shift-based environment.

  • Excellent verbal and written communication skills in Bahasa Malaysia and English; the ability to speak Mandarin is a strong added advantage.

  • Proficient in Microsoft Excel and Word.
  • Ability to carry out responsibilities diligently and with accountability.
  • Strong willingness to learn, adapt, and continuously improve.
  • Working experience in a telco environment is required.
  • Ability to think quickly and effectively to assist customers.
  • Driven, motivated, and committed to achieving and exceeding set goals.
  • Enjoys communicating with people and possesses a pleasant personality.
  • Strong attention to detail.
  • Driven and motivated to achieve set goals.

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