Telesales Manager

Location: Petaling jaya
Job Type: Permanent
Benefits NA
Sectors: Call Centre, Customer Service, Sales & Marketing
Salary: Up to RM10,000
Salary: Up to RM 10,000
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