Manager of Malaysia Customer Support, Call Center

Manager of Malaysia Customer Support, Call Center

ASEA is looking for a talented and enthusiastic Manager of Malaysia Customer Support to join our team. ASEA, a global leader in cellular health, is dedicated to providing a sustainable lifestyle by delivering high-quality health products through a direct-selling distribution model. ASEA offers first-to-market products that affect health at the genetic level.

SUMMARY:

The Manager of Malaysia Customer Support is responsible for planning and directing the work of customer service representatives and team leads globally. This role is one of guidance, communication, facilitating and overseeing the daily function of the department. The ideal candidate has an existing passion for network marketing and the ASEA lifestyle.

RESPONSIBILITIES:

• Leads and builds a strong team of team leads and representatives to support our associates globally.
• Motivates and encourages team recognition and departmental meetings.
• Understands and guides the departmental goal towards one-call resolution.
• Monitors and leads the Leadership Team globally to apply the best skills and knowledge to the job.
• Interviews and hires staff.
• Act as an information source, answer questions, assign tasks and provide follow up and instruction.
• Manages schedules to control adequate staffing levels.
• Is an informed and educated resource on the ASEA product line.
• Resolves escalated problems when necessary.
• Possesses strong communication skills; collects and disseminates information to the team.
• Works with International Support Manager, Quality and Training Manager and Work Front management Team to ensure the team acquires appropriate support.
• With the leadership team, helps maintain and continues to build a support knowledge base.
• Ensures compliance to organizational processes and policies.
• Provides performance evaluations for direct reports and reviews evaluations completed by Team Lead.
• Drives employee performance by collecting and reviewing data and driving departmental goals and standards.
• Other duties as assigned.

QUALIFICATIONS:

• 5+ years' experience in customer service in a call center, with a minimum of 2+ years' leading teams.
• BS/BA degree in business, or other related field or equivalent work experience.
• Understanding of call center workforce tools, phone systems and other call center software.
• Experience with Direct Sales or Network Marketing industry strongly preferred.
• Strong organizational skills.
• Proven track record in leading, coaching, teaching, and inspiring others.
• Experience working under pressure, make strong decisions and calming down escalated situations.
• Ability to work independently and be an adapt problem solver.
• Friendly, flexible, dependable, and professional.
• Great attention to detail and ability to multitask.

If you'd like to be part of a great team, are ready to take on a challenge and make a difference within our company, apply today. We offer a competitive wage and excellent benefits package including 401(k), medical, dental, vision, life, disability, supplemental insurance, paid time off, and free company products.