Assistant Manager (Native Japanese only)

Posted 3 months ago
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Contract types Permanent contract
Working time Full time
Language(s) spoken Japanese (Mother tongue), English (Fluent)
Salary range RM8500
Description

Principal Accountabilities (Key Result Areas)

• To ensure desired customer delight by providing satisfactory response to customer interaction.
• Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
• Evolve more effective work process for improving customer interactions.
• Constantly monitor & review performance metrics for achievement of objective.
• Contribute inputs towards sales & marketing plans.
• To interface with respective work centre for resolution of complaints.
• Manage resolution of billing queries /Issues.
• To track & ensure closure of complaints.
• To effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents & ensure effective implementation.
• Effectively manage shift operations.
• Interface with IT/HR/ Training/Quality.
• Collate data & generate MIS report.

Standards for Measuring Success

• Customer satisfaction survey
• Meet service level
• Monthly call analysis
• Quantitative
• Qualitative
• No. of issues resolved within the standard time.
• Agent’s productivity
• Other key management attributes & Key Performance Indicators (KPIs) as agreed.

Attitude
• Positive
• Customer-centric
• Fast paced and prompt
• Achievement oriented
• Energetic and Enthusiastic
• Dressing appropriately.

Skills
• Spoken Communication skills
• English Language skills
• Proficient in MS Office & Computer skills
• Probing skills
• Analytical skills
• Influencing skills
• Interpersonal skills
• Leadership qualities
• Problem Solving skills
• Counselling skills
Diplomas
• Qualification: Graduate
• Experience: 3-5 Years experience. The incumbent should have experience in the field of customer service (call centre exposure must)
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Aegis BPO Malaysia Sdn Bhd
Ivon Tan
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