Senior Specialist, Contact Centre

CTOS Data Systems Sdn Bhd; Petaling Jaya; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading provider of business intelligence solutions in Malaysia is seeking a Senior Specialist for its Contact Centre in Petaling Jaya. The role involves managing operations, enhancing customer satisfaction, and leading a team to deliver exceptional service. The ideal candidate has over 5 years of experience, strong leadership skills, and a customer-centric approach. Competitive salary and various benefits offered.

Benefits

Competitive salary and performance-based bonus

Comprehensive medical and insurance coverage

Opportunities for career development

Flexible work arrangements

Employee wellness initiatives

Qualifications

• A minimum of 5 years experience in a senior or managerial role in customer service or contact centre.
• Proven track record of leading a team to deliver exceptional customer service.
• Strong analytical skills to drive informed decision-making.

Responsibilities

• Manage and oversee contact centre operations.
• Monitor and improve contact centre performance.
• Provide coaching and training to agents.
• Liaise with teams to resolve complex issues.
• Enhance customer satisfaction and loyalty.

Skills

Team leadership

Customer service

Data analysis

Communication

Problem-solving

CRM software proficiency

Continuous improvement

Job description

About the role

CTOS Data Systems Sdn Bhd is seeking a highly motivated and experienced Senior Specialist to join our dynamic Contact Centre team. In this full-time role based in Petaling Jaya, Selangor, you will play a crucial part in delivering exceptional customer service and driving the success of our contact centre operations.

What you\'ll be doing

• Manage and oversee the day-to-day operations of the contact centre, ensuring efficient and effective service delivery


• Monitor, evaluate and continuously improve contact centre performance, utilising data-driven insights to optimise processes and procedures


• Provide hands-on coaching and training to contact centre agents, developing their skills and capabilities


• Liaise with cross-functional teams to address customer enquiries and resolve complex issues


• Implement strategies to enhance customer satisfaction and loyalty


• Contribute to the development and implementation of contact centre policies, procedures and best practices


• Manage and mentor a team of contact centre agents, fostering a positive and collaborative work environment

What we\'re looking for

• Minimum 5 years of experience in a senior or managerial role within a customer service or contact centre environment


• Proven track record of leading and motivating a team to deliver exceptional customer service


• Strong analytical and problem-solving skills, with the ability to use data to drive informed decision-making


• Excellent communication and interpersonal skills, with the ability to engage effectively with both customers and stakeholders


• Proficient in using contact centre technologies and software, such as CRM systems and call management tools


• A customer-centric mindset and a commitment to continuous improvement


• Familiarity with the call centre industry and its best practices

What we offer

At CTOS Data Systems Sdn Bhd, we are committed to providing our employees with a supportive and enriching work environment. Some of the key benefits you can expect include:

• Competitive salary and performance-based bonus


• Comprehensive medical and insurance coverage


• Opportunities for career development and professional growth


• Flexible work arrangements to support work-life balance


• Employee wellness initiatives and social activities

About us

CTOS Data Systems Sdn Bhd is a leading provider of business intelligence and credit information solutions in Malaysia. With a strong focus on innovation and customer satisfaction, we have established ourselves as a trusted partner for businesses of all sizes. Join our team and be a part of our exciting journey as we continue to transform the way companies access and utilize critical data insights.

Apply now for this exciting opportunity to become our Senior Specialist, Contact Centre.

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