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Senior Executive, Sales Support
Kawan Food Manufacturing Sdn BhdKlang, Selangor, Malaysia6 jam yang lalu
Penerangan pekerjaanBachelor's degree in Business Administration, Mass Communication, or a related field. Minimum of 3–5 years of experience in a call centre or customer service environment, preferable with at least 1–2 years in a supervisory role. Excellent verbal and written communication skills to work effectively with cross-functional teams. Proficient in call centre software and CRM systems is preferable. Customer-centric approach with a commitment to enhancing customer experiences and satisfaction. Ability to work under pressure and manage multiple tasks effectively. Strong analytical and problem-solving skills. Customer-focused mindset with a commitment to service excellence. Industry experience within FMCG industry is an added advantage. Must be willing to work in Pulau Indah, Klang.
DUTIES AND RESPONSIBILITIES :
- Supervise and support call centre agents in handling customer inquiries, complaints, and service requests.
- Monitor call centre performance metrics and ensure adherence to service level agreements (SLAs).
- Conduct regular coaching, training, and performance evaluations for team members.
- Handle escalated customer issues with professionalism and efficiency.
- Collaborate with other departments to resolve customer concerns and improve service processes.
- Prepare and present reports on team performance, customer feedback, and operational challenges.
- Assist in workforce planning, scheduling, and resource allocation.
- Contribute to the development and implementation of call centre policies and procedures.
- Stay updated on industry trends and best practices to enhance service quality.
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