AP Millennium Consultants Hiring! Full Time Customer Service - Team Leader in Federal Territory, Earn up to MYR 2,800 - Ricebowl

JOB DESCRIPTION:

• To be proactive, responsible & responsive Leader.
• To monitor calls according to the agreed guidelines and act as a coach to the team of CSPs assessing the quality of the interaction, customer service skills, accuracy, product and process knowledge.
• To analyse performance information and statistics on a daily, weekly and monthly basis, identifying trends at individual and team level and providing feedback, which will improve performance and motivate individuals to achieve their targets.
• To use the same performance information to provide positive reinforcement of behaviour or skill.
• To communicate the management’s objectives and plans to the team and to ensure that the efforts of the team are focused on achieving these objectives.
• To carry out regular performance appraisals with team members.
• To take responsibility for real time service level management by managing CSPs activity and break times to ensure that there are sufficient CSPs attending to transactions at all times.
• To handle escalated calls from customers when the CSPs are unable to deal with the customer’s requests or when the customer requests to speak to a member of the management team.
• To provide feedback and coaching to staff that escalates calls to ensure that staff has the skills and knowledge to handle the maximum number of calls without escalation.
• To complete in a timely manner all administrative tasks assigned by the Operations Manager
• To assist on operational - client matter on real time (Response to operational client email, provide interval & shift end reporting or any relevant update as per require by clients)

HIRING PROFILE:

• Minimum 2 years’ experience with some exposure in supervisory and team leader role and team management.

ADDITIONAL REQUIREMENT:

• Proficiency in English & BM in both written & spoken

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BASIC SALARY: RM2,500

ALLOWANCES PFP: RM350

TERMS OF EMPLOYMENT: 12 months contract with respective employment, thereafter renewable is on yearly basis (solely depend on performance, attendance & discipline)

WORKING HOURS:

• Monday – Sunday; 5-days per week with 2 days off (rotating)
• 8am-5pm/9am-6pm/11am-8pm

WORK LOCATION: TM Annexe 1 Bangsar

Pay: RM2,500.00 - RM2,800.00 per month

Application Question(s):

• How many years of experience as Team Leader?

Work Location: In person