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17 Jun 2015

Full-Time Team Leader (Thai Speaking)

Agensi Pekerjaan Kayelle Sdn Bhd – Posted by admin Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia

Job Description


  • Assist in coaching and developing a team of Customer Support Representatives and to actively participate in, contribute to, as well as align, Customer Support Centre (CSC)  delivery to meet agreed service levels and targets.
  • Employ effective methods to develop team cohesiveness, increase employee motivation and satisfaction and reduce staff churn.
  • Develop and implement timely solutions to resolve customer complaints escalated by team members.
  • Assist in managing performance and employee conduct in terms of company policy.
  • Maintain operational proficiency in CSC systems, processes and procedures and be available to answer incoming calls when required.
  • Develop and maintain effective relationships with key personnel to ensure the CSC is represented in initiatives impacting our service delivery.
  • Meet departmental and divisional Priority Objectives.
  • Assist with recruitment.
  • Supervising staff and overseeing team operations whilst Team Manager is unavailable.
  • Continually seek improvement in efficiency through reviewing and changing CSC practices.
  • Undertake duties, job functions and participate in projects as directed by Customer Support Centre Team Manager to ensure both the efficient operation of the CSC and customer satisfaction.
  • Conduct daily activities in accordance with Fuji Xerox’s OH&S policies, procedures and code of conduct.
  • Conduct daily activities in a quality and environmentally responsible manner in accordance with Fuji Xerox’s policies.
  • Assist in conducting regular coaching sessions to ensure team member’s compliance with policy, and procedure and agreed customer service standards and to drive the achievement of priority objectives.
  • Assisting in real time management of team members to ensure resources are correctly engaged so that speed of response service level is met.
  • Maintain statistics and prepare reports as required.
  • Assist in preparing and maintaining staff rosters to ensure speed of response service level is met.
  • Inform and educate team members by conducting briefing sessions.
  • Desirable Tertiary qualification in a related discipline.
  • Minimum 5 years experience in a customer service/technical support role.
  • Minimum 24 months supervisory experience in a Call Centre.
  • PC skills (40 wpm).
  • Proficient in the use of all Microsoft applications (Work, Excel, PowerPoint, Outlook, Explorer).
  • Familiarity with Call Centre technologies.
  • Good communication & interpersonal skill.
  • Able to work independently
  • Good analytical skill
  • ‘Can do’ attitude and result oriented
  • Team player
  • Well converse in Thai Language as well as English
*Interested applicant please apply directly*

Job Categories: Customer Service. Job Types: Full-Time. Job Tags: jobs-for-thai-in-Malaysia, jobs-for-thai-speaking, and thai-speaking-jobs-in-malaysia. Salaries: 40,000 - 60,000.


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