The 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 center agents (voice and e-services). 
• Track all the pain points relating to customer experience, 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. 

Skill Requirements:

• Degree, Diploma or an equivalent professional qualification. 
• 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. 
• Excellent command of spoken, written in English and Bahasa Indonesia. 

The Package:

• Attractive Salary (RM4,500 – RM5,500).
• RM500 Housing Allowance.
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Kuala Lumpur.