Responsibilities

Manage team members, develop team strengths and improve weaknesses
Provide team coaching to ensure existing and new products knowledge efficientcy.
Check the timely handling of all customer services job including voice and non voices productivities, ensuring that SLA targets are met
Monitor CS Agent contacting with customers to ensure that interaction with customers is conducted in a professional and courteous manner
Supporting all daily routine tasks, also supporting CS’s for complicate and complaint cases handling
Monitor the accurate preparation and timely submission of work reports
Update and briefing of CS agents of news/changes in products and organizations
Prepare CS Agents related daily, weekly and monthly reports as required
Manage team roaster and day off and provide weekly resources allocation to managers and assistant manager
Provide Team and indivudual performance information to Managers, Assistant Manager and Members as required
Perform other duties and special assignments as required

Qualifications

Role model
Can do attitude
Efficient computer skills with Google drive tools as a minimum (typing while listening would be advantage)
Pleasant manner and a clear speaking voice
Good communication and interpersonal skill
The ability to think quickly, remain calm and handle situations under pressure.
3 year’s work experience in customer service or a related field would also be an advantage
Work experience Senior/Supervisor Role will be advantage