JOB VACANCY - LOWONGAN KERJA

Responsibilities:

• Planning Strategies : Review and improve existing customer contact handling processes to ensure relevance to the dynamic business environment with a view towards establishing and maintaining a competitive advantage. Participate in regional steering workgroups such as project teams and workshops, representing the country office or CS function, as assigned by the National CS Manager.



• Driving Customer Service Excellence : Lead and drive customer satisfaction by providing best in class service to customers in order to gain a more competitive advantage in business



• Maximising Revenue Generating Opportunities : Identify and promote areas with potential for revenue generation to cross-sell, upsell services including value added services (e.g SII, TDD and the use of eCom tools)



• Project development and technological advancements : Identify enabling technologies and systems that will enhance performance, revenue generating and quality. Work with other sections (e.g. eCom) to enhance customer experience and add-value (e.g. introduce self-service where applicable)



• Budget Compliance : Ensure that AOP Budget for revenue generation in the CS Department is met and achieved. Manage and drive initiatives in the Customer Contact Centre within the approved budget



• Technological Advancements : Reduce the cost of doing business by leveraging technology, redefining or eliminating manual and redundant business processes

Requirements:

• University degree
• 5 years of experience in a related capacity
• 3 years experience in a operations management capacity in a similar sized Customer Contact Centre
• Experience in quality management system such as ISO and COPC-2000 (preferable)
• Customer Contact Centre Management Skills
• Excellent Technical Skills (Contact centre management systems, e.g. ACD, PABX, CRM, CTI, IVR, Workforce Management Systems, Call Management Systems, Quality Monitoring Systems, etc.)
• Excellent analytical, organisational and motivational skills
• Excellent Project Management skills &People Management skills