Job Description
Position Summary:This position is responsible for customer service in various languages and through various transaction types (e.g. inbound and outbound calls, chat, email, social media, etc.) or back-office work for end customers (B2C and/or B2B) that can include various service types e.g. pre sales, post sales, billing and support, as per LOB (SOW) specifications. This position is responsible for supporting frontline (customer facing) associates by handling consult calls, escalations, team supervision and other related duties.Overall Responsibilities:· Oversee and supervise a team of agents.· Attend required training session for new information and training updates.· Acquire and transfer to the team the knowledge of all tools and associated workflow processes· Assist in developing and streamlining procedures· Coach, motivate, reward, counsel and assist with disciplinary actions as necessary· Provide quality service to both internal and external customers – on and off-line.· Assist agents with customer interaction on situations requiring special handling – take customer calls.· Ensure open flow of communication between agents, supervisors and management.· Ensure uniform understanding and adherence to policies, procedures and company programs.· Supervise and monitor agent attendance, performance and productivity· Prepare and ensure accuracy of reports.· Ensure agents are continuously kept abreast of operational changes.· Conduct employee briefings and meetings.· Assure service level standards are met.· Monitor system performance and initiate actions to correct system problems.· Conduct agent observation and provide feedback.· Assist in the development and tracking of employee incentive programs.· Ensure completion of departmental duties/task in the absence of subordinates/co-workers.· Perform other duties as assigned.
Benefit
◆ Salary Package
・Basic Salary = RM4~6.5k
・Language Allowance = RM5.5k
・Monthly Performance Bonus (Max up to 16% of monthly basic salary) = RM 1,040 (subject to individual and company performance)
--> TOTAL SALARY (MAX, 16%) = (6,500 + 16%) + 5,500 = RM 13,040
--> TOTAL SALARY (AVERAGE, 12%) = (6,500 + 12%) + 5,500 ＝ RM 12,780
◆ Flex benefit – RM3,000 per annum (Pro-rated for new hire) – Including medical, dental, optical, mobile fee, flight ticket, IT gadgets, Dependent pass fee and more.
◆ Team Building Fund = RM 50 / head count / month
◆ OT Pay = RM 40 / hour
◆ Annual leave – 15 days per year (Pro-rated for new hire)
◆ Sick leave – 15 days per year
◆ Birthday leave – 1 day (To utilize during birthday month only)
◆ Parental/Child care leave – 3 days per year (Applicable for confirmed employee only)
◆ 3 types of insurance – Group Hospitalization and Surgical (Covered for employee & dependent – inclusive coverage for Covid-19); Personal Accident Insurance; Term Life Insurance