Malaysia | Team Lead (Mandarin + English Speaking)
Majorel Malaysia, Suite 27-11, Level 27, GTower,, Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia Req #1098
Wednesday, April 7, 2021
We are hiring a Team Lead with BPO/Call Center experience (English + Mandarin Speaking) to join our team. Join us now!
Why Join Us?
Competitive remuneration package (Basic Salary + Generous KPI bonus program + Shift Allowance + Annual Increment).
RM3000 flexi benefit per annum (Optical, Dental, IT gadget and also flight ticket when you travel !!)
Convenient working location (5 minutes walk from Ampang Park LRT station).
Excellent growth and advancement opportunities - we offer you support, skill development, coaching opportunity and training programs to help you succeed.
Employee engagement, recognition and appreciation program.
Annual Leave/ Sick Leave / Hospitalization Leave/ Birthday Leave / Child care or Elderly Care Leave/ Marriage Leave / Maternity Leave or Paternity Leave / Marriage Leave and many more.
Comprehensive insurance coverage (Group Health Hospitalization Insurance covering spouse + child).
Multinational working environment - Take you career to the next level working with people from different nationalities, background, culture.
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.
Job Requirements:
Fluency written and spoken in Mandarin and English
An assertive, well-organized self-starter with demonstrated sales experience
Management experience in customer service (or sales or on line retail where relevant) desirable
A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
A detail-oriented professional with exceptional written and verbal communication skills
Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly
Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service
Demonstrate behaviors that support high quality standards
Recognize trends and escalate information as appropriate
Problem solving skills; linear and troubleshooting
Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied
Proven track record of success to motive sales/service professionals and exceed performance metrics
Present information effectively and persuasively across various communication channels
Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status quo.
Tolerate stressful situations well
Project a positive and professional image
College/Associates Degree or Bachelor’s Degree in related field (preferred)
Other details
Job Family
Operations
Pay Type
Salary
