Team Leader - SME Tech Evolve

Singtel Group; Malacca City; On-site; MYR 45,000 - 60,000; Full time

Job summary

A telecommunications company in Malacca is seeking a Team Leader to manage a group of junior Customer Care Officers. The role involves overseeing KPI performance, ensuring adherence to service levels, and resolving customer issues related to Business Fiber Internet and services. Ideal candidates will have a diploma or degree in Business, along with leadership experience in a contact center. This position offers health benefits and opportunities for training and development.

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.
• Ability to support in a 24 x 7 rotational shift basis and Public Holiday.

Responsibilities

• Manage a team of Customer Care Officers on their KPI, attendance, and productivity.
• Ensure adherence to service level agreements (SLAs) and performance metrics.
• Perform escalation to respective resolver’s team for non-FCR cases.

Skills

Interpersonal Skills

Communication Skills

Customer Orientation

Technical Knowledge about 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 to manage a group of junior Customer Care Officer in providing excellent customer service to our business client. The team focus is in handling fault report issues related to Business Fiber Internet, Singtel TV, Business Digital line and Singnet Wireless connection.

Make an Impact by:

• 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.
• Adhere to service level agreements (SLAs) and performance metrics such as response time, resolution time, and customer satisfaction.
• Manage Business Fibre Internet, Singtel TV, Business Digital Line, Singnet Wireless connection fault report issues via inbound call and internal escalation mailbox
• Perform follow up with customer to ensure end to end resolution
• Perform escalation to respective resolver’s team for non-FCR cases. E.g. Network issues related to Unable to Send / Receive Email, Unable to surf certain website and Speed Latency.
• Ensure fault report ticket are created in system.
• Log all customer interactions and issues accurately in the system.
• Contribute to the knowledge base by documenting common issues and solutions.
• Perform live review on incoming calls to identify potential outage or issue which is causing higher than normal incoming calls
• Review existing process and recommend improvement when needed.
• 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.
• Basic technical knowledge about networking would be added advantage.
• Ability to perform in a fast-paced environment & work well under pressure.
• Great flexibility to undertake any other tasks assigned from time to time
• Able to support in 24 x 7 rotational shift basis and Public Holiday.

Rewards that Go Beyond:

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

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