Team Leader – Customer Service Desk

Job Summary:

We are seeking a highly motivated and experienced Team Leader to manage the Customer Service Desk operations in the in-flight retail e-commerce sector. The ideal candidate will oversee daily operations, manage the team, handle client communications, escalations, reporting, and ensure high levels of customer satisfaction through efficient problem-solving and analysis. This individual will work closely with the Customer Service team in Malaysia and will prioritize client's needs while maintaining strong operational standards.

Key Responsibilities:

1. Daily Operations Management:

-Oversee the daily operations of the customer service desk, ensuring efficient handling of customer inquiries and swift issue resolution.

-Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) to maintain customer satisfaction.

2. Team Management & Training:

-Lead and manage a team of customer service agents, ensuring they meet performance standards.

-Conduct regular training sessions focused on soft skills, analytical skills, and problem-solving techniques to enhance team effectiveness and customer interaction quality.

-Oversee the training and onboarding of new hires, ensuring they are well-equipped to handle customer queries and adhere to company standards.

-Conduct the first round of interviews for candidates, assessing their fit for the company and the role.

3. Client Management & Ad Hoc Tasks:

-Serve as the primary point of contact for client communications, ensuring that their concerns are addressed, and updates are provided regularly.

-Manage ad hoc tasks assigned by the client, ensuring timely and effective completion of all deliverables.

4. Escalations and Manager Call-backs:

-Handle escalated customer complaints, providing effective resolutions and ensuring customer satisfaction.

-Conduct manager call-backs for high-priority cases to retain customer confidence and resolve issues quickly.

5. Reporting & CSAT/DSAT Analysis:

-Prepare and present weekly, and monthly operational reports, covering key metrics such as response times, resolution rates, CSAT (Customer Satisfaction), and DSAT (Dissatisfaction) scores.

-Generate weekly team and individual KPI reports to track performance and identify areas for improvement.

-Conduct Quality Based Coaching (QBC) sessions to provide feedback and enhance team performance based on KPI results.

-Analyze CSAT and DSAT trends to identify customer pain points and areas for operational improvement.

6. Client Feedback & Service Improvement:

-Implement client feedback into the service desk operations, continually enhancing the customer experience.

-Collaborate with cross-functional teams to ensure the service desk is aligned with company goals and client expectations.

-Conduct Quarterly Business Reviews (QBRs) with stakeholders to assess performance, discuss insights, and align on future goals and strategies.

-Employ strong problem-solving skills to address operational challenges and improve service delivery.

Qualifications:

• Diploma or Degree in Business, Customer Service, or a related field.

• Minimum of 2 years of experience in a customer service leadership role, ideally in e-commerce.

• Experience in training, coaching, and quality assurance for customer service teams, particularly in soft skills and problem-solving.

• Proven ability to manage escalations and maintain high customer satisfaction.

• Strong communication and interpersonal skills for managing team and client relationships.

• Demonstrated ability to deliver tasks in a timely manner and respond proactively to client needs.

Job Type: Full-time

Pay: RM5,000.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Professional development

Schedule:

• Rotational shift

Application Question(s):

• Must be able to onboard on 11 November 2024. Please indicate here.