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Customer Service Unit Head

26/02/19 15:24
Location:
Shah Alam, Selangor
Job Type:
Full Time
Salary:
RM4000.00 - RM5000.00 per month
Start Date:
1/3/2019
Responsible for maintaining efficient and excellent customer satisfaction and ensuring all team members achieve a common goal, and achieve target service / customer satisfaction levels, performance and improvement goals within the values and vision of Ninjavan.
 
Responsibilities:
  • Good interpersonal & communication skills
  • Good influencing skills & presentation skills
  • Excellent coaching skills
  • Possess essential leadership qualities, people management skills
  • Versatile & flexible to support Ninjavan business direction
  • Have the ability to motivate people, drive team performance, influence people to accept change for the better
  • Extensive experience & acquired in-depth knowledge of customer service line or call center environment which is essential to drive Excellent Customer Experience, Call efficiency & revenue for this market
  • Strong analytical skills and able to recommend & initiate process or customer experience improvement
  • Excellent communication skills (listening, verbal & written skills).
  • Good business sense.
  • Customer focused (customer orientation: responsiveness; able to handle difficult situation; does not sacrifice quality to satisfy customer).
  • Results Oriented (the ability to set, meet and exceed targets; displays sense of urgency & persistence until goals are met, applies problem-solving skills to overcome obstacles).
  • Adaptability (the ability to manage change able to work in a high-stress environment).
  • Drive for success (confidence, positive attitude, good judgment and strong work ethic).
  • Team performance management & efficiency:
    • Accountable for the Team performance (productivity, efficiency, customer experience) including meeting or exceeding the performance of the daily departmental goals, conduct monitoring & coaching session regularly, optimize manpower resources & oversee overall operation efficiency in order to achieve great team results and in turn contribute to the organization’s goals & success and achieve performance efficiency and better cost management
  • Customer Experience Management:
    • Analyze reports & come out with recommendations to improve, initiate process improvement for high value customers in order to achieve the objective of providing better customer services to meet or exceed the needs and expectations of customers
  • Individual Team Leader Development:
    • Responsible of each Team Lead’s development progression, follow up and plan meetings with the Team Leads, provide necessary support to Team leader on day to day operation In order to identify Team Leader’s development & training needs and to liaise with Head of Quality, Training & Development to address those needs
  • People Development & Management
    • Coach and mentor staff, conduct performance reviews and counsel, discuss careers, development and plan succession for staff In order to maximize their performance and potential and encourage a motivated, functionally independent and competent team in achieving function and organizational objectives
Requirements:
  • Min diploma with relevant customer service experience & people management experience
  • Min 5 years of working experience in a senior or managerial capacity
  • Excellent communication skills (listening, verbal & written skills).





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