Our client is one of the leading Travel & Technology service providers. Being an industry leader, they believe in hiring the best talent in the market. They are currently looking to hire a Customer Service Manager (Cantonese & Mandarin Speaker) to join their business to be based in Kuala Lumpur.
Continuously monitor the traffic & highlight discrepancies if there is and take actions on the spot if needed to, to ensure service levels are met
Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success.
Ensure the proper and effective implementation of new and existing customer service structures & procedures
Understand & analyze traffic reports, proactively make suggestions for improvement
Monitor team attendance, document infractions and implement corrective action
Assist with planning/organizing the proper coverage & align staffing
Supervise the quality assurance process and related training of staff members to ensure quality customer service.
Participate in recruitment activities (screening, interviewing)
Act as a backup of Operations Manager if needed
The Successful Applicant
Diploma/Degree in any related studies.
Prior experience in leading a team of inbound contact center.
Excellent Mandarin, Cantonese & English communication skills (verbal & written).
Able to work on 24/7 rotational shift including Public holidays & weekends.
Able to work if the scheduled working day is falling on Public Holiday (including CNY).
Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance.
Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments
Must be able to handle multiple projects and effectively manage different timelines
Proven experience and knowledge in effective hiring, training, coaching and people management practices
Experience in managing remote teams is an advantage
Proficiency in Microsoft products including Word, Excel and PowerPoint
Talented, energetic, results-oriented person who loves working in a fast-paced, multinational environment