Client Background: carry on business of MLM for all types of beauty care products, health supplement, consumer products and products of all kinds and descriptions.
Industry: MLM
Location: Kuala Lumpur
Headcount:1
Tenure: Permanent
Remuneration: basic + good benefits
Responsibilities:
· Build a good rapport with IBOs.
· Managing a large number of incoming calls and members’ enquiries / feedback and complaints.
· Manages day-to-day operations, ensuring daily service objectives are met according to KPI.
· Familiar with Company’s marketing plan, IBO Rules & Regulations, Purchase and Return policies, review from time to time.
· To handle compliance team.
· Communicating with internal departments on the company’s latest development, marketing activities, promotion, rules & regulation, etc which related to IBOs.
· Ensure sufficient training(s) is given to the team members to ensure team members meet the basis knowledge and achieve service objectives.
· To provide leadership and strategic support in meeting day-to-day customer support functions and objectives including service excellence and to support continuous improvement and development of the customer support functions.
· To be quick decision maker when issues happen in order to provide the fast, efficient and excellent service to the IBOs.
· Scheduling work shifts for the teams to ensure sufficient manpower in walk-in counter and inbound call centre.
· Preparing monthly CS reports, annual budget, expenditure, manpower planning & hiring, initiating corrective actions.
· Manage and mentor the Change Management & QA team, fostering a culture of high performance and continuous learning and development.
· Stay updated on industry best practices in change management and quality assurance, applying this knowledge to improve internal processes.
· Coach team to strengthen Agile Methodology adoption
Required skills and experience / main competencies
1. Minimum Diploma in any studies.
2. At least 5 years of Customer Service working experience.
3. Proven experience in people management in a team of 8-10 members.
4. Posses own transport and able to work in Bukit Jalil area.
If you are interested in the position, kindly apply directly online by clicking on the "Apply" button. Thank you. |