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    Team Leader - Selangor, Malaysia - Agensi Pekerjaan EPS Consultants Sdn Bhd

    Agensi Pekerjaan EPS Consultants Sdn Bhd
    Agensi Pekerjaan EPS Consultants Sdn Bhd Selangor, Malaysia

    2 weeks ago

    agensi pekerjaan eps consultants sdn bhd background
    Full time Upper Management / Consulting
    Description

    JOB DESCRIPTION

    Principal Accountabilities (Key Result Areas)

    • . 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.

    Standards for Measuring Success

    . 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.

    Tools & Resources required

    . Standard office and computer equipment.

    Environmental Attributes

    . Busy, frequently noisy and stressful.

    . Frequent interruptions and potentially upset clients.

    JOB SPECIFICATION: ASK Framework

    Attitude

    . Positive

    . Customer-centric

    . Fast paced and prompt

    . Achievement oriented

    . Energetic and Enthusiastic

    . Dressing appropriately

    Skills

    . Spoken Communication skills

    . English Language skills

    . Proficient in MS Office & Computer skills

    . Probing skills

    . Analytical skills

    . Influencing skills

    . Interpersonal skills

    . Leadership qualities

    . Problem Solving skills

    . Counselling skills

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