Team Lead (Travel Industry) - Native Korean

Hunters International Sdn Bhd; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading global provider in travel industry is seeking a Team Lead to manage customer interactions and optimize performance metrics. Candidates should have 3-5 years of experience in customer service, specifically in call centre environments. This role offers a basic salary of up to MYR 12,000 and includes various employee perks such as annual leave, medical leave, and airport pickup service.

Benefits

Work Permit Provided

Monthly company activities

12 Annual leave / 14 Medical leave

Airport pickup service / Temporary accommodation 14 days

Qualifications

• 3-5 years of experience in customer service, preferably call centre.
• Ability to manage customer interactions through voice contact.

Responsibilities

• Ensure customer delight through satisfactory interactions.
• Monitor performance metrics for constant improvement.
• Manage contact centre operations effectively.

Skills

Spoken Communication skills

Analytical skills

Interpersonal skills

Counselling skills

Education

Graduate

Job description

About the job Team Lead (Travel Industry) - Native Korean

About the Company

A leading global provider of technology-enabled business process outsourcing solutions that provides omni-channel customer experience management, back office and technology services to corporations around the world across a range of industries.

Principal Accountabilities (Key Result Areas)

• To ensure desired customer delight by providing satisfactory response to customer interaction.
• Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
• Evolve more effective work process for improving customer interactions.
• Constantly monitor & review performance metrics for achievement of objective.
• Contribute inputs towards sales & marketing plans.
• To interface with respective work centre for resolution of complaints.
• Manage resolution of billing queries /Issues.
• To track & ensure closure of complaints.
• To effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents & ensure effective implementation.
• Effectively manage shift operations.
• Interface with IT/HR/ Training/Quality.

Standards for Measuring Success

• Monthly call analysis
  • Quantitative
  • Qualitative
• No. of issues resolved within the standard time.
• Agents productivity
• Other key management attributes & Key Performance Indicators (KPIs) as agreed.

Tools & Resources required Knowledge

• Qualification: Graduate
• Experience: 3-5 Years experience. The incumbent should have experience in the field of customer service (call centre exposure must)
• Standard office and computer equipment.
• Busy, frequently noisy and stressful.
• Frequent interruptions and potentially upset clients.
• Positive
• Customer-centric
• Fast paced and prompt
• Achievement oriented
• Energetic and Enthusiastic
• Dressing appropriately

Skills

• Spoken Communication skills
• Analytical skills
• Interpersonal skills
• Counselling skills
• Work Permit Provided (renewable)
• Opening a bank account
• Monthly company activities
• 12 Annual leave / 14 Medical leave
• Airport pickup service /Temporary accommodation 14 days

Remuneration
Basic up to MYR 12,000

Working Hours
Between 8 am - 5 pm (8 hours + 1 hour break) |5 days rotational (Monday to Sunday)

Consultant in Charge
Angel Chok | 014 612 6048 | [e-mail]