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    Customer Service Quality Manager - Malaysia, Selangor - GrowthFn

    GrowthFn
    GrowthFn Malaysia, Selangor

    3 days ago

    Default job background
    Full time
    Description

    OVERVIEW OF ROLE:

    The primary responsibility of the Customer Service Officer is to provide exceptional customer service to both industry professionals and consumers who require general advice or assistance on matters related to the domain you shall be working in.

    This position provides support through a variety of channels including, but not limited to, telephone support and email services. The role is situated within a high-growth organization, which necessitates a high level of professionalism and accuracy in the provision of services, information, and advice. It is of the utmost importance that the services delivered are of the highest quality, and that accurate and reliable information is provided to customers

    RESPONSIBILITIES OF THE ROLE

    a) PRIMARY RESPONSIBILITIES:

    1. As the manager in charge of operation compliance management, your main responsibility is to ensure that all operations and processes within the organization comply with the set standards and regulations. This will involve monitoring and assessing the operations to identify any areas that require improvement or adjustment to meet the required standards.

    2. You will also be responsible for recruiting, mentoring, and training new and junior staff members. This will involve identifying the skills and competencies required for the job and providing the necessary training and support to new staff members to ensure that they are well equipped to carry out their duties effectively.

    3. Your role will also involve ensuring that all staff members are adequately trained and equipped with the necessary skills to carry out their tasks smoothly and efficiently. You will need to monitor their progress and provide support to ensure that they are executing their daily operation workflow effectively.

    4. Performance management is a critical aspect of your role. You will be tasked with providing career counseling, coaching, performance development, 1:1 mentoring, team huddles, and ops calibration to ensure that the team achieves their goals. This will involve assessing their performance, identifying areas that need improvement and providing the necessary support to help them achieve their targets.

    5. Handling client issues is another crucial aspect of your role. You will be required to address any client issues that arise throughout the implementation life cycle in a timely and accurate manner. This will involve working closely with the clients to understand their needs and requirements and providing the necessary support to ensure that their expectations are met.

    6. You will also be responsible for controlling the team roster to ensure that it is efficient. Working with SMEs, QAs, and trainers, you will gather feedback regarding productivity and quality problems to identify areas that require improvement and implement service improvement initiatives.

    7. Working with workforce management tools and business tools, you will monitor calls, emails, chat, and messaging to ensure that schedules are achieved. This will involve tracking the team's performance and providing support to ensure that they meet their targets.

    8. Quality audit, CSAT deep dive, payment audit, and other tasks will also be part of your role, depending on the client's expectations. You will be required to carry out these tasks to ensure that the organization is meeting the required standards and regulations.

    9. Working with the global team, you will build client relationships and handle all reports, as needed. This will involve liaising with the clients to understand their needs and providing the necessary support to ensure that their expectations are met.

    b) ADDITIONAL RESPONSIBILITIES:

    1. Participation in internal quality audits: These audits are conducted periodically to evaluate existing processes in order to determine process control and efficiencies. The findings of these audits are used to improve the overall quality of the organization's contact with clients. Recommendations are made for process improvements as required.

    2. Maintaining a strong knowledge base: It is expected that individuals in this role have a basic understanding of the client's products, services, and program strategies. This knowledge is used to ensure that the quality of service provided is aligned with the client's expectations.

    3. Participation in quality task forces: Individuals in this role may be required to participate in quality task forces with business stakeholders. These stakeholders may include Quality Leadership, Operations, Client, Account Management, and Resource Unit partners. The objective of these task forces is to identify opportunities for quality improvements.

    4. Meeting departmental productivity requirements: Individuals in this role are expected to meet departmental productivity requirements, such as the number of calls monitored per month and the number of emails evaluated. This is to ensure that the quality of service provided is maintained while also meeting productivity targets.

    QUALIFICATIONS:

    1. The ideal candidate for the position should possess fluency in both English and Japanese, with proficiency in all areas of speaking, listening, writing, and reading.
    2. The candidate should be well-versed in Microsoft Office tools.
    3. The candidate should exhibit a willingness to work flexible hours, including days, nights, and weekends, based on personal preferences.
    4. While prior work experience in customer service or a related field is preferred, experience as a team lead in customer service, or as a quality assurance specialist, may be advantageous. Knowledge and experience as a content moderator may also be relevant in certain cases.
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