Team Lead (Travel Industry) - Native Korean

About the job Team Lead (Travel Industry) - Native Korean

About the Company

A leading global provider of technology-enabled business process outsourcing solutions that provides omni-channel customer experience management, back office and technology services to corporations around the world across a range of industries.

Principal Accountabilities (Key Result Areas)

• To ensure desired customer delight by providing satisfactory response to customer interaction.
• Manage Customer Interactions through Inbound & out bound voice contact through his / her team for the various services.
• Evolve more effective work process for improving customer interactions.
• Constantly monitor & review performance metrics for achievement of objective.
• Contribute inputs towards sales & marketing plans.
• To interface with respective work centre for resolution of complaints.
• Manage resolution of billing queries / Issues.
• To track & ensure closure of complaints.
• To effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents & ensure effective implementation.
• Effectively manage shift operations.
• Interface with IT / HR / Training / Quality.

Standards for Measuring Success

Quantitative

Tools & Resources required Knowledge

Skills

Remuneration

Basic up to MYR 12,000

Working Hours

Between 8 am - 5 pm (8 hours + 1 hour break) |5 days rotational (Monday to Sunday)

Consultant in Charge

Angel Chok | |

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