Executive, Contact Center (Inbound)

Reporting directly to Contact Center Team Manager of Contact Centre performance

Supporting Team manager to monitor and manage team performance, to do engagement activities and events

Supporting Junior in handling serious complaint or any ad hoc cases.

Acts as back up manager while manager is out, providing relief assignments as required.

Key Responsibilities

• Work closely with Digital Project team to provide requirements on Support Center digitalization/ execute testing/ understand new products/processes
• Identifying and analyzing customers needs to give tailored solutions
• Discovering customer's financial needs to have a suitable recommendation
• Generate customer loyalty through strong knowledge of key products and services.
• Set up and handle customer complaint managements to ensure the customer satisfaction
• Supporting new joiners as mentor/buddy/trainer.
• Adapt to changing in system/service and keep all team members informed of changes in policies, procedures, and product update as well as customer campaigns.
• Undertake call-sampling check and call quality coaching of Support Center agents.
• Work with relevant stakeholders for Support Center related issues
• Perform all administrative job and follow up action required related to pending cases.

Job Specification

University degree in related disciplines

3-5 years experience in customer service field

User Acceptance Testing

High competence in understanding and meeting customer's needs

Identifying and analysing customers needs to give tailored solutions

A careful and hard-working person displays patience and empathy.

A highly organized and hard-working individual.

Open mind and easily to connect with colleagues

A knowledge expert to teach/mentor others.