Our client is a large contact centre based in Penang. They now require an Assistant Contact Centre Manager. Duties will include:- Coach, train and lead a team of supervisors Ensure the best customer service is provided to customers and clients Achieve client KPI's Analyse the KPI data whilst providing strategy and direction to the team to achieve client goals Keep the centre manager updated as required Ensure the team hits monthly targets including gross margins The successful candidate will have:- Minimum of 3 years supervisory.leadership experience in a contact centre or BPO environment Experience of driving process improvement Strong team player with an analytical mindset Trilingual - Mandarin, English and Bahasa or Thai Ability to work shifts (24 hours) Please send your resume in WORD format by clicking the apply button below or contact Christina Fong on +65 6701 1526 for a confidential discussion. Please note that only short-listed candidates will be contacted. CEI Reg. Number R1441034 (Christina Fong).
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases