JOB DETAILS
Location
Selangor
Business
Call Center/BPO/Shared Service
Salary
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.