Responsibilities of the Role:Developing, maintaining, training and coaching the agents to enhance overall customer support.Process review for improving the call flow efficiency and quality of call centre agents (voice and e-services).Track all the pain points relating to customer experiences, monitor the trends and provide report for improvement.Suggest or provide process opportunities and enhancements based on collected pain point data trends.Identify areas for service improvement that affects customer's experience including but not limited to top DSAT contributors.Provide investigation, root cause analysis and case chronology when needed.Support service quality improvements including QA audits, QA/OSAT review, reporting and process enhancements.Provide feedback to the TSM/CC manager for any opportunities on improvement.Prepare and be part of R&R programs, arrangements and promotions.Requirements for the Role:Diploma, Degree or an equivalent professional qualification.Excellent command of spoken and written Mandarin, Cantonese & English .A high degree of integrity and professionalism with leadership traits.Minimum 12 months in the current position with excellent disciplinary and performance track record.Dynamic, highly motivated and result oriented team player with good interpersonal skills.Ability to work in a challenging environment with good initiative and able to work independently.L2.0 Technical expertise is an added advantage.Candidates with relevant customer service and technicalsupport experience are welcome to apply.Possesses exceptional telephony and customer service skills in handling calls, emails, and/or chats.Possesses strong communication and interpersonal relationship skills.The Package:Attractive Salary (RM4,500 – RM5,500).Performance related bonus for confirmed staff.Annual Leave 15 days.Medical Leave 14 days.Medical and hospitalization coverage.Working Location: Kuala Lumpur#J-18808-Ljbffr