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JOB ID 20915
Korean Native SME - Mobility

locationLocation

Selangor

businessBusiness

Call Center/BPO/Shared Service

salarySalary

12,000-12,000 (RM)

Basic RM 12,000 + Shift allowance up to RM600 + KPI up to RM400 for SME.

JOB DETAILJob Details

• To ensure desired customer delight by providing satisfactory response to customer interaction.

• Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.

• Evolve more effective work process for improving customer interactions.

• Constantly monitor & review performance metrics for achievement of objective.

• Contribute inputs towards sales & marketing plans.

• To interface with respective work centre for resolution of complaints.

• Manage resolution of billing queries /Issues.

• To track & ensure closure of complaints.

• To effectively manage Contact Centre operations for constant performance achievements.

• Identify relevant training needs of agents & ensure effective implementation.

• Effectively manage shift operations.

• Interface with IT/HR/ Training/Quality.

• Collate data & generate MIS report.

REQUIRED WORK EXPERIENCERequired

• Customer satisfaction survey

• Meet service level

• Monthly call analysis

• Quantitative

• Qualitative

• No. of issues resolved within the standard time.

• Agent’s productivity

• Other key management attributes & Key Performance Indicators (KPIs) as agreed.

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