Who are we?
We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan and Spain. We specialize in perfecting our client's customer experience and elevating their sales.
We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.
Our company has won over 200 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.
What is your mission?
The Lead is responsible for managing a team that provides personal and efficient solutions for our clients
You are also required to perform these job functions:
Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth. Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings. Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed. Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally Understand the top user issues and make recommendations to improve client products and policies; support team in being the voice of the customer to the rest of the company. Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues. Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals. Able to balance and prioritize the above based on seasonality and the needs of customers, team and client. Lead and/or participate in projects outside of the scope of your department, as assigned by your manager. Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO18295-1 Quality Management System.
Who are we looking for?
Native Koreans fluent in English Candidate must possess at least a bachelor’s degree in any field Experience in working with customers, preferably in a leadership role Experience leading, inspiring and motivating others to meet goals and metrics Strong Analytical skills; Able to tell a story with data and metrics. Works well in ambiguity and embraces the adventure! Able and willing to work on a rotational shift pattern, which will include weekends Minimum 2 years’ experience in related field. Ability to write and speak confidently in English for management communication
Top reasons to work here:
Attractive Remuneration (Fixed, variables & benefits) Comprehensive Insurance & Medical coverage Premium workspaces Career Development Program Fast Track Career Progression Walk A Mile – Job rotation & Enrichment Engagement & Recognition Programs like appreciation day, digitalized games and contest, free food day, raffles, birthday treats, anniversary gifts, and much more! Wellness & Health Program Diverse & Inclusion culture Employee Assistance Program (Counselling) Staff Appreciation & Recognition Programs
What to expect
Join an award-winning digital economy enabler and has won awards in many categories such as Outstanding Leader in National & Global Best Employer, Best Place to Work & Learn, Leading Pioneer in Technology & Innovation Excellence and Global Champion in Customer Experience.
Working Hours
5 working days rotational shift | 7am - 11pm (8 hour shifts)
Remuneration
Basic Package MYR 9,000 - MYR 11,500 with added incent
