Salary: Up to RM 10,000
Working hours: 9am-6pm
Working hours: 9am-6pm
Work location: Kelana Jaya
Responsibilities:
- Lead a team of tele-sales to generate sales for the healthcare business unit
- Manage and monitor the planning, performance and operations of Customer Care Center and meeting KPI targets
- Develop and constantly review work processes and standard operating procedures to meet the company and clients’ requirements
- Develop manpower scheduling to ensure the team is properly staffed to meet daily variable inbound/outbound call volume demands
- Monitor and evaluate inbound/outbound calls and provide coaching to improve service quality, performance and productivity
- Manage customers' issues and complaints, and ensure proper follow-up and timely resolution
- Recommend appropriate solutions/measures to improve customer experience and meeting KPI targets
- Ensure statistical information is produced, collated and analyzed to assist in evaluating the efficiency of the team and service improvement
- Conduct training for agents to ensure agents are fully trained on processes, products and system
- Collaborate with relevant departments on issues related to follow-up and action
- Establish and maintain good working relationships with clients/customers
Requirements:
- Minimum five years’ experience in a similar role (tele-sales exposure is a must) & three years’ experience in a managerial capacity
- Demonstrate knowledge in customer service principles and practices
- Proven CRM and SAP (advantage) knowledge
- Proven experience in call center system knowledge and environments
- Proven ability in multi-tasking and prioritizing workload
- Demonstrate high attention to detail, follow-through and accuracy
- Demonstrate appreciation and respect for cultural sensitivities especially in cross-country/- cultural interactions
- Able to handle highly sensitive and confidential information with integrity