Job Brief:
As Customer Service Representative, you may be assigned to different contact centre projects, campaigns be it inbound or outbound as and when demanded by the business of the Company where you are deployed to work. The itemised list above is by no means exhaustive, and your Job Description may vary from time to time depending on business needs.
Job Responsibilities:
- Assist leadership team to manage overall operations of the contact centre.
- Assist to drive operational KPI like service level, abandoned rate, average handling time, customer satisfaction, email/chat response rate and etc.
- Work with Assistant Manager to minimize shrinkage, attrition, dissatisfied contacts, complaints and etc.
- Ensure all relevant communications and data are updated and recorded.
- Ensure action plans and deliverables are met within agreed timeline.
- Handle on ad-hoc projects/assignments.
- Manage a team consists up to 15 members.
- Active monitoring, support and coach team members performance in align with departmental KPI & SLAs
- Perform regular contact with team members like 1-1, team meeting, performance review and etc.
- To ensure team members provide accurate information to users.
- Communicate effectively with team members and users.
- Always motivate team members to perform better.
- Conduct interviews when hiring is required.
- Act as subject matter expert.
- Generate relevant reports for operational discussion and analysis.
- Handle escalations if required. Manning of escalation queues.
Job Requirements:
1. Possess a Diploma or Degree in related fields.
2. Minimum 2 years of experience as Team Leader in a contact centre environment.
4. Must be able to supervise, train, coach & motivate a team.
5. Required skill(s): coaching skills, leadership and mentoring, ability to do business presentations, and People Management.
6. Must be a critical and analytical thinker.
7. Excellent communication and writing skills in English, Mandarin and Cantonese is mandatory.
8. Strong interpersonal skills and the ability to build rapport with Team members and both internal and external customers.
9. Able to multitask, work independently with minimal supervision.
10. Proficient in Microsoft Office applications and experience working with CRM systems.
