Job Description

• To accurately conduct Call and/or Email Monitoring and Feedback sessions for CSE and OSE on a monthly and/or weekly basis as specified by the Head of Cust Care.
• To collate and document Call/Email monitoring results, analyze and recommend opportunities to Assistant Managers (AM) & Team Leaders (TL) for continuous improvement on a monthly basis.
• To assist AM & TL by translating Call/Email monitoring results and analysis into accurate and timely reports, towards identifying opportunities for Quality improvement.
• To convey issues and positive reinforcement on Quality concerns to Cust Care Operations Management.
• Dealing with and being able to communicate and adapt to different people and diverse personalities with a view to improve quality performance.
• Ability to multi-task and to work around scheduled datelines within a constantly changing and dynamic environment.
• Ability to prioritize their daily tasks and responsibilities according to set datelines and requirements.
• Conducting Monitoring (Call/Email) and Coaching
• Call Monitoring and related Report Analysis, Evaluation and Measurement
• Assessment and Administrative Activities
• Buzz sessions and other Tasks

Job Requirements

• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Min 1 years of experience in relevant field
• Excellent communication and presentation skills
• Language required : English , Bahasa Malaysia
• Ability to multi-task, prioritize, and manage time effectively
• Candidate must possess at least Higher Secondary/STPM/"A" Level/Pre-U in any field.
• Preferably Entry Level specialized in Customer Service or equivalent.
• Able to work on shift hours

Company Benefits

Additional Info