Position Title
Senior Associate, Customer Service Centre|2575
Location
Batu Pahat
Date Posted
Monday, January 14, 2013
Application Deadline
Wednesday, February 13, 2013

Responsibilities

  • To lead a team of Customer Service Executives to achieve performance targets

  • To formulate response and resolutions in a timely manner and provide excellent customer service

  • To take ownership and investigate complaints and complex enquiries received up to resolution

  • To coach and motivate the team so as to maintain the quality of service provided to customers

  • To undertake staff performance reviews & development, identify skills gaps and ensure appropriate coaching and/or training are delivered to bridge the gap in job knowledge or performance

  • To support, review/revise procedures, work instructions and guidelines

  • To monitor and track quality performance of team members

Requirements

  • Degree/Diploma holders in Business/Commerce/Communications or in any relevant field

  • Preferably 3 years working experience in customer service environment

  • Fluent in English, Bahasa Malaysia and/or other languages are added advantage

  • Able to lead and motivate the team

  • Able to interact with all levels of people and possess a service oriented mindset

  • Independent, self-motivated and possess positive attitude

  • Results oriented

  • Ability to work and manage in a fast pace and challenging environment

  • Mature, dynamic and proactive



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