Customer Care Assistant Manager: SLA & Team Leader

Swap Asia Group; Petaling Jaya; Sur place; MYR 72 000 - 110 000; Plein temps

Résumé du poste

Swap Asia Group in Malaysia is seeking an Assistant Manager, Customer Care (Call Centre) to oversee daily call center operations, ensure professionalism, and meet customer expectations. The role focuses on delivering timely resolutions and maintaining high service standards across the team.

You will handle inbound calls related to claims and telco matters, monitor KPIs, coach staff, and drive process improvements to enhance overall service quality.

Qualifications

• Diploma or equivalent qualification; higher qualifications are an added advantage.
• 3-5 years in a team leader or higher role.
• Experience in call centre / customer service environment.
• Willing to work in a shift-based environment.
• Mandatory experience in the telecommunications industry.

Responsabilités

• Handle all inbound calls related to claim submissions and telco-related matters, including product inquiries, escalations, billing issues, investigations, and timely solutions within the SLA.
• Monitor daily performance to ensure KPIs and SLAs are achieved.
• Oversee day-to-day operations of the Customer Care team.
• Track NPS and CES, conduct recovery calls for low-scoring feedback, and drive improvements.
• Manage workforce scheduling and timely operational reports.

Connaissances

Leadership

Bahasa Malaysia

English

MS Excel

MS Word

Formation

Diploma or equivalent qualification

Outils

Microsoft Excel

Microsoft Word

Description du poste

Swap Asia Group in Malaysia is seeking an Assistant Manager, Customer Care (Call Centre) to oversee daily call center operations, ensure professionalism, and meet customer expectations. The role focuses on delivering timely resolutions and maintaining high service standards across the team.

You will handle inbound calls related to claims and telco matters, monitor KPIs, coach staff, and drive process improvements to enhance overall service quality.