SRG Asia Pacific Sdn. Bhd. Hiring! Full Time Team Leader Inbound Customer Service in Federal Territory, Earn up to MYR 4,000 - Ricebowl

Team Leadership & Performance Management:

 Lead, motivate, and develop a team of customer service professionals (CSPs) to achieve performance goals, deliver high-quality customer service, and exceed targets.

 Conduct regular one-on-one meetings with team members to provide feedback, set goals, and identify areas for development.

 Monitor individual and team performance, ensuring SLAs are met and productivity targets are achieved.

 Actively coach, mentor, and support CSPs to help them improve performance and grow professionally.

 Address and resolve performance and behavioural issues promptly, implementing corrective actions when necessary.

 Conduct performance reviews and provide constructive feedback to foster a culture of continuous improvement.

 Establish and communicate team goals, ensuring alignment with departmental and organizational objectives. Operational Excellence & Process Improvement:

 Oversee daily inbound operations, ensuring that all calls, customer queries, and issues are handled efficiently and effectively.

 Ensure the team adheres to company policies, procedures, and quality standards while maintaining a customer-centric approach.

 Monitor and track key performance metrics (e.g., call handling times, customer satisfaction, and first-call resolution) and provide regular updates to senior management.

Customer Service & Satisfaction:

 Ensure the team delivers high-quality service consistently, providing exceptional customer experiences and resolving issues to the satisfaction of both the customer and the business.

 Handle escalated customer complaints and complex inquiries, providing guidance and resolution in a timely and professional manner.  Regularly review customer feedback and service trends, making recommendations for improvements where necessary.

 Promote a customer-first mentality within the team, ensuring that each interaction is handled with care and professionalism. Team Development & Training:

 Identify training needs and ensure that team members receive appropriate training to enhance their skills and knowledge.

 Facilitate regular coaching sessions, team meetings, and calibration sessions to ensure continuous development and alignment with company standards.

 Foster a collaborative, supportive, and engaging team environment that encourages employee growth and morale.

 Stay updated on industry trends, customer service best practices, and new technologies to bring fresh ideas and solutions to the team.

Reporting & Administration:

 Prepare and present regular reports on team performance, highlighting successes, challenges, and areas of improvement.

 Ensure accurate and timely reporting on key performance metrics and operational statistics, including attendance, productivity, and service quality.

 Maintain accurate records of team performance, training, and development.

Pay: RM3,500.00 - RM4,000.00 per month

Work Location: In person