Role
Duties & Responsibilities
Responsible to keep the contract Centre operation running smoothly for 8am-12am x 7 days a week. Team Leaders works on rotation shift and aside from having an overall responsibility of floor management while on duty, they are also responsible for the performance of a dedicated team reporting under them
Key Accountabilities:-
-Managing the daily running of the operation i.e adherence of schedule, attendance, scheduling, floor management, real time performance management etc
-Handling all escalation i.e call back, demand to speak to supervisor, complain etc and provide guidance to CSE i.e clarification, resources, difficult or complex problems etc
-Conducts briefings or training to communicate product services information, work procedure, company policies, performance updates, gather feedback from CSE etc
-Providing feedback to immediate manager on individual and the team as a whole
-Manages team performance in accordance to KPI i.e discipline, productivity, efficiency, quality etc
Key Experience and Qualifications:-
-Minimum 5 years experience in customer service and 2 years experience in team leadering position. Preferably from telco environment
-Able to use Microsoft Office and contract centre system with knowledge in contract centre metrics and attention to details
-Able to work on rotation shift working hours i.e. rotation on 24 hours x 7 days shift
To provide help and advice to customers on UMobile and services as well as handle all incoming transactions received via email, social media, NGO, regulatory bodies and complaint cases via other channels
Job Duties:-
1.Handles and respond to customer enquiries and provide support in terms of conducting investigation into issues via regulatory bodies, emails and social media which includes, but not limited to Facebook, Twitter , forums etc
2.Ensuring all issues are handled within timeline specified and in a professional manner, providing appropriate recommendations and solutions to resolve issues raised in accordance to guidelines and process set
3.Reviewing outstanding issues, ensuring customers are kept informed of progress and status on a regular basis from time issue is raised until it is close
4.Ensure frequent and consistent follow up on the issue with both customer as well as internal U Mobile departments to resolve the issue