Customer Care Manager
Min Education Level
This role will drive continual measurement, analysis, reporting and improvement activities for Customer Care team, cross functions & departments and end customer experience improvement.
Be responsible for the overall continuous service improvement throughout customer journey. (SOPP & workflow establishment included.)
To provide Training for all business call center agents in timely manner which are not limiting to New Product launch, Product Knowledge, SOPP and so on.
To establish the centralize Call center by collecting the individual contact point of each department.
To support business call center daily operation which are not limiting to managing and tracking attendance of call center agents, granting and requesting system access (if needed).
Be responsible for the day to day operational support of the business call center to deliver the required service level standards and customer experience.
Organize and provide regular training schedule for Call Center agents and monitoring the improvement and do the assessment.
Developing the SOPPs for customer experience journey by collaborating with cross function departments.
Plan and execute the campaign calls based on business/ function’s requests and/or proactive self-planning.
Bachelor’s degree in any discipline
Knowing basic principles of Customer Service and minimum 2 years of working experience in Supervisory level in Call Center Operations/ Customer Service field.
Customer Service oriented with good communications & interpersonal skills
Able to use Microsoft Office (word, excel and PowerPoint)
Able to manage a team of call center
Proficiency in English (Reading/ Writing/ Speaking)
What We Can Offer
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