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Manager, Customer Service - Mandarin Speaking

Job description

The Contact Centre Manager oversees a team of customer service representatives to deliver exceptional customer service across various channels, including phone, email, live chat, face-to-face interactions, and written communication. This role involves strategizing and managing call centre operations, addressing escalated issues and feedback, enhancing systems and processes, and solving problems.

KEY ACCOUNTABILITIES

Key responsibilities include:

  • Managing daily call centre operations, including resource planning and implementing strategies.
  • Collaborating with the Head of Engagement to set team performance targets.
  • Monitoring call quality through audits and coaching staff.
  • Performing capacity planning to meet call demands.
  • Identifying training needs and providing necessary training to ensure the team is up-to-date with skills and knowledge.
  • Handling escalated inquiries and complaints, coordinating with other departments to resolve issues.
  • Overseeing staff recruitment and development.
  • Providing regular performance reports and analyzing trends.
  • Defining user requirements and technical specifications for the contact centre system.
  • Conducting user acceptance testing.

QUALIFICATIONS / EXPERIENCE

  • Preferred degree holder.
  • Experience with general or life insurance products.
  • At least 3 years of team management experience in a contact centre environment.

KNOWLEDGE & TECHNICAL SKILLS

  • Strong communication skills.
  • Effective problem-solving abilities.
  • Experience with project participation and user acceptance testing preferred.
  • Good people management skills.
  • Excellent interpersonal skills and sensitivity to cross-cultural issues.
  • Proficiency in Microsoft Excel.
  • Knowledge of insurance regulations.
  • Ability to build strong working relationships and communicate effectively with business heads.

If this job isn't quite right for you, but you know someone who would be great at this role, why not take advantage of our referral scheme? We offer MYR500 in shopping vouchers for every referred candidate who we place in a role. Terms & Conditions Apply. https://www.ambition.com.my/refer-a-friend