Team Leader -SME Tech Evolve

Singtel Group; Malacca City; On-site; MYR 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Team Leader, where you will manage a dedicated team of Customer Care Officers. This role is pivotal in ensuring exceptional customer service for business clients, focusing on fault report issues related to Business Fiber Internet and other services. You will lead by example, driving team performance and adhering to service level agreements while fostering a customer-oriented environment. With a full suite of health benefits and ongoing training opportunities, this position offers a great opportunity for career growth in a dynamic setting. Take the next step in your career and make an impact!

Benefits

Full suite of health and wellness benefits

Ongoing training and development programs

Internal mobility opportunities

Qualifications

• 2+ years of leadership experience in a contact center environment.
• Strong communication and customer service skills.

Responsibilities

• Manage a team of Customer Care Officers and ensure service levels.
• Handle fault report issues and ensure end-to-end resolution.

Skills

Leadership in contact center

Interpersonal skills

Customer-oriented mindset

Basic technical knowledge about networking

Ability to work under pressure

Education

Diploma or Degree in Business Studies/Administration

Job description

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Be a part of something BIG!

As a Team Leader, you are responsible for managing a group of junior Customer Care Officers in providing excellent customer service to our business clients. The team focuses on handling fault report issues related to Business Fiber Internet, Singtel TV, Business Digital Line, and Singnet Wireless connections.

Make an Impact by:

1. Managing a team of Customer Care Officers regarding their KPIs, attendance, and productivity.
2. Ensuring proper planning of resources to maintain service levels at targeted standards.
3. Adhering to service level agreements (SLAs) and performance metrics such as response time, resolution time, and customer satisfaction.
4. Managing fault report issues for Business Fibre Internet, Singtel TV, Business Digital Line, and Singnet Wireless connections via inbound calls and internal escalation mailbox.
5. Performing follow-up with customers to ensure end-to-end resolution.
6. Escalating to the respective resolver’s team for non-FCR cases, e.g., network issues like unable to send/receive emails, browsing issues, or speed latency.
7. Ensuring fault report tickets are created in the system.
8. Logging all customer interactions and issues accurately in the system.
9. Contributing to the knowledge base by documenting common issues and solutions.
10. Performing live reviews on incoming calls to identify potential outages or issues causing higher than normal incoming calls.
11. Reviewing existing processes and recommending improvements when needed.
12. Performing ad-hoc tasks assigned by the direct superior.

Skills for Success:

• Diploma or Degree in Business Studies/Administration.
• Minimum 2 years of experience as a leader in a contact centre environment.
• Good interpersonal and communication skills.
• Customer-oriented mindset, prioritizing customer needs.
• Basic technical knowledge about networking is an advantage.
• Ability to perform in a fast-paced environment and work well under pressure.
• Flexibility to undertake other tasks as assigned.
• Ability to support a 24x7 rotational shift basis and public holidays.

Rewards that Go Beyond:

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

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