Team Leader -SME Tech Evolve

Singtel; 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 dynamic team of Customer Care Officers dedicated to providing exceptional service to business clients. In this role, you will oversee performance metrics, ensure adherence to service level agreements, and drive improvements in customer satisfaction. With a focus on fault report management for various services, you will play a crucial role in maintaining high service standards. This position offers a supportive environment that encourages professional growth and development, making it an exciting opportunity for those looking to advance their careers in customer service management.

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 centre environment.
• Strong communication skills and customer-oriented mindset.

Responsibilities

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

Skills

Leadership in Contact Centre

Interpersonal Skills

Customer Service Orientation

Technical Knowledge in Networking

Ability to Work Under Pressure

Education

Diploma or Degree in Business Studies/Administration

Job description

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 connection.

Make An Impact By

• Managing a team of Customer Care Officers on their KPI, attendance, and productivity.
• Ensuring proper planning of resources to maintain service levels at targeted levels.
• Adhering to service level agreements (SLAs) and performance metrics such as response time, resolution time, and customer satisfaction.
• Managing fault report issues for Business Fibre Internet, Singtel TV, Business Digital Line, and Singnet Wireless connections via inbound calls and internal escalation mailbox.
• Following up with customers to ensure end-to-end resolution.
• Escalating issues to the respective resolver’s team for non-FCR cases, e.g., network issues related to email problems, website access, or speed latency.
• Ensuring fault report tickets are created in the system.
• Logging all customer interactions and issues accurately in the system.
• Contributing to the knowledge base by documenting common issues and solutions.
• Performing live reviews on incoming calls to identify potential outages or issues causing higher than normal incoming calls.
• Reviewing existing processes and recommending improvements when needed.
• 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 meeting customers’ 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 any other tasks assigned from time to time.
• Able 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.

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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