Job Description

• Lead and manage Customer Service and call center team day-to-day scope of works
• Plan schedules for the call center team and customer service team task assignments
• Develop SOPs for the call center and customer service workflow procedures
• Prepare complaints report to management team
• Attend internal meeting with internal departments
• Build rapport with customers and fulfill their needs
• Provide training for the team members for career development
• Manage and lead the team to achieve KPI of the department
• Delegating customer enquiries to specific teams
• Managing customer’s accounts
• Managing a large number of incoming calls and emails
• Managing and keeping a record of customer interaction and details of actions taken via phone calls or walk in customers
• Maintains customer satisfaction by providing problems-solving resources
• Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees
• Implements production, productivity, quality, and customer-service standards
• Develop surveys and forms focus groups
• To manage social media channels for the complaints escalation
• Contribute to team effort by accomplishing related results as needed
• Other ad-hoc duties assigned by superior

• Any graduated
• At least 2 years past work experience in customer service position or call center position
• Fluent in English
• Patient and strong interpersonal skills to deal with customers
• Experience in managing position is preferred
• Presentable and high energy level