What you’ll Do:
- Manage team members, develop team strengths and improve weaknesses
- Provide team coaching to ensure existing and new products knowledge efficiency.
- Check the timely handling of all customer services jobs including voice and non-voice productivities, ensuring that SLA targets are met
- Monitor CS Agent contacting with customers to ensure that interaction with customers is conducted in a professional and courteous manner
- Supporting all daily routine tasks, also supporting CS’s for complicated and complaint case handling
- Monitor the accurate preparation and timely submission of work reports
- Update and briefing of CS agents of news/changes in products and organizations
- Prepare CS Agents related daily, weekly and monthly reports as required
- Manage team roster and day off and provide weekly resources allocation to managers and assistant manager
- Provide Team and individual performance information to Managers, Assistant Manager and Members as required
- Perform other duties and special assignments as required
What you’ll Need:
- 3 years working experience in customer service, customer support, call center or a related field
- Be a Role model with Can-do attitude
- Efficient computer skills with Google drive tools as a minimum (typing while listening would be an advantage)
- Pleasant manner and a clear speaking voice
- Good communication and interpersonal skill
- Ability to think quickly, remain calm and handle situations under pressure
It’d be Great if you have:
- Work experience Senior/Supervisor Role or manage team will be advantage