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Customer Service Supervisor 客服主管

Express
27/06/19 12:42
Location:
KL City Centre, Kuala Lumpur
Job Type:
Full Time
Salary:
RM3500.00 - RM4500.00 per month , including bonuses

Responsibilities:

  • Responsible for the daily management of the customer service team and skill coaching towards subordinates;
  • Responsible for the handling of operational emergencies, improving the operational processing capacity and resilience of the entire operations team
  • Assist department manager to refine the SOP of the department
  • Ensure timely feedback for urgent cases/emergencies; Team building and to ensure the positive working attitude of team members
  • Comprehend with data/business outcomes, to suggest appropriate and optimization of SOP of the department
  • Keep up-to-date with market trends and our products and services by regularly contacting our customers, and to ensure customer loyalty and promote brand recognition
  • Gain insight into their respective markets, competitive analysis and partner business activities

Requirement:

  • MUST be able to speak, write MANDARIN, English and Bahasa Malaysia
  • Solid communication skill and outgoing personality
  • Possess experiences with the "FX" market and IB user service experience; familiar with the various regulatory qualifications.
  • Familiar with the customer service system and management process of the call center industry, with customer service operations and team management experience of at least 10 subordinates;
  • Strong ability to summarize and analyze, strong execution ability, fast and accurate response ability;
  • Strong service awareness and able to handle stress; aggressive, energetic, willing to accept challenges
  • Familiar with Microsoft office such as PPT/Word/Excel
  • Excellent team spirit and responsible personality

Benefits:

  • Basic Salary RM 3,500 – RM 4,500
  • Team performance bonus and KPI incentives
  • Miscelllaneous
  • Carreer advancement
  • Oversea company trips

岗位职责:

  • 负责客服运营团队的日常管理,负责客服的业务及技巧辅导
  • 负责对运营紧急事件的处理,提高整个运营团队的运营处理能力及应变能力
  • 协助部门经理对部门的业务流程细化
  • 对于紧急、重大运营的处理、并及时反馈;团队建设,保证团队员工的积极工作心态
  • 结合数据分析,对业务流程、制度、系统提出合理化建议;
  • 通过定期与客户联系,及时了解最新的市场动态以及我们的产品和服务,确保客户忠诚度并促进品牌识别
  • 深入了解各自的市场,竞争分析和合作伙伴执行业务活动

任职要求:

  • 必须要能以中文沟通和书写,其次是英语和马来语
  • 具有良好的沟通技能及协调能力,对"FX"市场具有一定的经验了解和IB用户服务经验;熟悉各监管资格内容。
  • 熟悉call center行业的客服体系和管理流程,具有客服运营及10人以上团队管理经验者;
  • 具备较强的总结和分析能力,较强的执行能力、快速准确的反应能力;
  • 具有较强的服务意识及抗压能力;积极进取,精力充沛,愿意接受挑战
  • 熟练使用PPT/Word/Excel等办公软件;
  • 良好的英语和普通话,同时会一点马来西亚语优先
  • 优秀的团队合作精神和负责人

福利:

  • ·        底薪RM 3,500 – RM 4,500
  • ·        团队奖励&KPI奖励
  • ·        其它福利
  • ·        升职机会
  • ·        公司海外旅游





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