Senior Customer Service - Mandarin SpeakerENVO BPO SERVICES SDN BHD • Petaling Jaya, Selangor, Malaysia
Senior Customer Service - Mandarin Speaker
ENVO BPO SERVICES SDN BHD • Petaling Jaya, Selangor, Malaysia
1 day ago
Job descriptionMonitor and review agent performance, including call evaluations. Motivate and coach agents to achieve targets, identifying training needs for underperformers. Recognize and reward high performance. Handle complaints, issues, and escalations promptly and professionally. Communicate updates on products, services, procedures, and guidelines to the team. Report system issues (telephony / CRM systems) within 20 minutes to superiors and campaign representatives. Conduct interviews for agent positions when required. Develop monthly plans, targets, and KPI achievement strategies. Maintain a positive work environment and team morale. Respond to correspondence (including emails) within 3 days. Monitor attendance and punctuality to ensure compliance with company policies. Share daily performance updates with Management via WhatsApp; weekly sales performance updates to clients via email. Establish campaign process flows and maintain documentation. Use tools such as databases and spreadsheets for data management and analysis. Perform additional or ad-hoc tasks as assigned.
Team & Operations Management
- Lead and manage the daily operations of the assigned campaign.
- Ensure all KPIs set by Management are consistently met or exceeded.
- Assign tasks, set deadlines, and monitor progress.
- Plan and organize shift schedules for team members.
- Maintain adequate daily headcount and notify superiors if staffing is below required levels.
Performance & Quality Control
Administrative & Communication Duties
(Apply now at #J-18808-Ljbffr
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Customer Service Mandarin Speaker • Petaling Jaya, Selangor, Malaysia
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