Customer Service Manager, Call Centre (Contract Logistics Div)
Shah Alam, Selangor
Posted today
- Company:
- Agensi Pekerjaan Captalent Consulting
- Company Description:
- Captalent Consulting is an established human capital solutions company providing a range of services that enhances the human capital value of its clients. It is highly regarded for its expertise in Executive Search in the middle to senior level management across industry sectors. Over the past years, Captalent, has worked with clients including reputable multinational companies and dynamic local organizations across industry sectors and functional areas in recruiting key managerial talents for their leadership team. Due to its experienced team Captalent has the capabilities in tailoring to the needs of clients in all their talent acquisition efforts.
- Contract Type:
- Full Time
- Experience Required:
- 5 to 10 years
- Education Level:
- Diploma
- Number of vacancies:
- 1
Job Description
Responsible for providing exceptional customer support to client in consumer retail (or as assigned) in the Contract Logistics Division. He/she shall lead our customer service representatives and callers to better performance and improve service quality. And to assist in establishing customer service department objectives, KPI, provide representatives with opportunities to expand their knowledge of services, troubleshooting techniques, analyse Customer Service Department data, focus on improving performance and processes in an effort to better support customers.
KEY RESPONSIBILITIES:
• To be responsible for hiring, training, coaching and leading customer service and call representatives to provide quality service and support to customers;
• To answer representatives’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives;
• To liaise with and work together with Transport and other department to coordinate deliveries reaches the targeted receiver on time and in a cost-effective manner;
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees;
• To ensure customer service department achieves KPI and taking corrective actions, as needed;
• To prepare reports and analysing customer service and caller data to improve processes, ensure resources are properly allocated, and maximise efficiency and customer satisfaction;
• Any other job as assigned from time to time.
REQUIREMENT:
• At least 7 years of Call Centre experience in 3PL, retail, FMCG or distribution centre.
• Has supervisory experience leading a team of Customer Service staff
• Good people management and effective communication skills, problem-solving abilities, and a strong customer-first attitude.
• Minimum Diploma/SPM
• Proficient in English, Chinese and Malay.
- Salary:
- RM 6,000.00 Monthly
