Company: BPO company based in Subang, have different projects to focus such as ecommerce, travel or fintech industry.
JOB RESPONSIBILITIES
- Day-to-day operations management and Customer Service Representatives management including leading and managing the overall performance of the team/department by monitoring Team KPIs, producing individual development plans and coaching to exceed departmental goals.
- Handles and responds to customer enquiries and complaints through phone, online chat and/or e-mails.
- Maintains accurate information of customer interaction, transactions, comments and complaints in the company's system.
- Ensures that team members are adhering to the schedule in terms of tardiness and attendance. Also, to administer and monitor staff’s leave, punctuality, meals, breaks schedule to achieve optimal staffing capacity.
- Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions
- Liaises with external vendors and service operators to fulfil booking changes
- Shares customer feedback with relevant departments for further improvements
JOB REQUIREMENT
- Possess at least 'O' Levels or higher/ Preferably Degree qualification and above
- At least 1 year experience in leading a team.
- Proficient in English & traditional Chinese (both verbal and written) due to the market support.
- Previous experience in customer service is an added advantage
- Possess a problem-solving mindset to proactively find solutions for customer needs
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