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Requirements:
- Minimum of 5 years experience as Customer Service in field, having a background in logistic industry will be an added advantage.
- Candidates should have a minimum of 3 years of experience in a managerial or leadership position.
- Proficiency in both Mandarin and English is preferred. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking Business Users.
- Proven ability to manage and lead teams of 15 - 20 members effectively.
- Familiar with handling and managing customer feedback and complaints through inbound and outbound calls, email, live chat, and other related platform.
- Exceptional communication and interpersonal skills, with proven experience in team leadership.
- Strong problem-solving abilities and decisive decision-making skills.
- Willing to work 6 days a week (Mon – Fri, work from office, Sat – Work from home)
Working Days: 6 Days / Week (Monday to Friday Onsite, Saturday WFH)
Working Hours: 9:00AM to 6:00PM (1.5 Hours Rest)
Location: Bangsar South, Kuala Lumpur
Responsibilities:
- Delivering and planning a comprehensive service to enquiring customers from all channels such as call, website, social media, and live chat.
- Develop a strategic plan for the center of services, focused on developing skills and capabilities aligned with current and future business needs.
- Manages a staff of customer service professionals and ensures that customers and employees are retained, satisfied, and that their needs are being fulfilled.
- Managing issues or customer complaints and providing recovery plan.
- Applying new technology tools/systems to leverage efficiency of providing customer enquiries.
- Standardization of claim processes and procedures.
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