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About the Client We are a boutique business process outsourcing (BPO) provider that offers multi-lingual and omnichannel support, CX, back-office & automation services. Job Responsibilities Assist in the build-up, development, and management of customer support department to provide exceptional customer service to several online websites. Investigating and solving customers' problems, which may be complex or long-standing Issuing refunds and compensations to customers. Testing of new products and solutions, identifying, and highlighting technical issues and raising tickets using the companys ticketing system to ensure all items are resolved and communicating the status of this process to customers where necessary. Assist in actively developing on the companys back office tools, platforms, and processes to improve overall productivity. Lead a team that actively drives utilization of clients products and services Improving customer service procedures, policies, and standards for the organization Report on key statistics and trends of the department on a regular basis Assist the Customer Support Manager in staff appraisals and development Perform Quality checks on live chats and emails to identify areas of improvement Leading, training and coaching a team to deliver a high standard of customer service Staying connected and up to date on industry trends, competitors products and services Requirements 5 years suitable experience, preferably with at least 3 years in a Team Lead role including having managed telemarketing/telesales functionality Advance level of written English and adapt to various accents and tones Able to communicate effectively in English verbally Diploma/ Degree in Business Administration or related field Online e-commerce experience Remuneration Basic RM 5,000 - 6,200 + shift allowance + travel allowance Working hours Rotational Shift (Weekend & Night Shift) Consultant in charge Angel Chok | angel.chok@hunters-in.com | 014 612 6048

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