Team Leader- SME

Singtel; Malacca City; On-site; MYR 48,000 - 72,000; Full time

Job summary

A leading telecommunications company in Malaysia is seeking a Team Leader for their Customer Care team. The role involves managing a team to ensure exceptional service delivery, coaching staff, and meeting departmental goals. Candidates should have a degree in Business and at least 2 years of leadership experience in a contact center.

Benefits

Full suite of health and wellness benefits

Ongoing training and development programs

Internal mobility opportunities

Qualifications

• Minimum 2 years of working experience as a leader in a contact center environment.
• Good communication and interpersonal skills.
• Customer-oriented mindset with a high tolerance for customer issues.

Responsibilities

• Manage a team of Customer Care Officers on their KPIs, attendance, and productivity.
• Provide ongoing coaching, counseling, and performance reviews.
• Review workflow and procedures to ensure productivity.

Skills

Interpersonal skills

Communication skills

Customer oriented

Ability to handle pressure

Ability to perform in fast-paced environment

Education

Diploma or Degree in Business Studies/Administration

Job description

Be a part of something BIG!

As a Team Leader, you are responsible to manage a group of junior Customer Care Officer in providing excellent customer service to our business client. One of your major focus will be providing leadership that encourages and enables team member to exceed customer expectations on a continuous basis and achieve deaprtmental goals.

Make An Impact By

• Provide the team with clear objectives for group and individual performance and support this with regular and constructive feedback through quality assurance and one to one performance appraisals.
• Manage a team of Customer Care Officer on their KPI, Attendance and productivity.
• Ensure proper planning of resources to have service level maintained at targeted level
• Provide ongoing coaching, counselling and performance reviews to all team members.
• Review workflow and procedures to ensure productivity and to accommodate new products and services.
• Work co-operatively with Customer Service Managers and other Team Leaders to achieve company objectives.
• Ad-hoc task assign by direct superior.
  
  

Skills For Success

• Diploma or Degree graduate in Business Studies/Administration.
• Minimum 2 years of working experience as leader in contact centre environment.
• Good interpersonal and communication skill.
• Customer oriented which places meeting the customers’ need as top priority
• High tolerance level and ability to handle high volumes of customer problems
• Ability to perform in a fast-paced environment & work well under pressure.
  
  

Rewards That Go Beyond

• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities
  
  

Working Location:

Sudong Sdn Bhd, Melaka Contact Centre, Level 9, Tower B, Jaya 99, No.99, Jalan Tun Sri Lanang 75100 Melaka.

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