Job Details
Full Time
Shah Alam
CUSTOMER HAPPINESS DEPARTMENT
Bachelor of Communication
About the role?
To evaluate the quality of customer service call Call Centre Agent / Job Controller by conduct call and ensure they follow the management’s requirements while attending customer.
Key Responsibilities
- To assist head unit to prepare the monthly report and to ensure it been submitted to head of department by 3rd every month.
- To assist head unit to prepare the training material or module and ensure that it’s always updated according to the current and latest information.
- As needed to participate in the development and delivery of training and programs for quality and operational needs and this includes soft skills, products, systems, and processes.
- To participate in an interview session for new Call Centre Agent to identify suitable candidates for vacancy in Customer Happiness Department.
- To conduct one-to-one or follow-up coaching between QA and Call Centre Agent / Job Controller and to identify any weakness that occurred and ensure staff comply with SOP and the requirements of the company.
- To be responsible for distributing new information within Call Centre Agent / Job Controller and ensure they align with the SOP and product knowledge were brief.
- To support teams in clerical duties that involve assisting the Head of Department (HOD) and other team members with administrative tasks.
- To monitor SLA (meet target <30 minutes) as standard operation set by clients and ensure all Call Centre Agent / Job Controller handle cases within the timeframe.
- To do daily call monitoring and pick one best sample of call monitoring as a score for monthly KPI.
- To evaluate the quality of customer service call Call Centre Agent / Job Controller by conduct mystery call and ensure they follow the management’s requirements while attending customer.
- To monitor the occupancy (readiness) of Call Centre Agent / Job Controller and ensure Call Centre Agent / Job Controller does not exceed > 2 hours their daily rest hours allowed by the company.
Requirements
- Bachelor of Communication (Social Communication).
- Technical Assistant (Acting Executive Secretary).
- Experienced in answering phone calls, responding to emails, taking meeting minutes and preparing official letters.
- Experienced in handling Kukkiwon certification submissions to Korea, GAL/GOL applications and preparing documents for general meetings.
- Experienced in managing national tournaments, championships, seminars and courses.