Contact Center Manager

Petron Malaysia is currently seeking a highly motivated and experienced Contact Center Manager to join our team in Kuala Lumpur. As a leading petroleum company, Petron Malaysia is dedicated to providing exceptional customer service and ensuring customer satisfaction at all times.

Responsibilities: - Manage and oversee the daily operations of the contact center - Develop and implement strategies to improve customer service efficiency and effectiveness - Monitor and analyze key performance indicators to ensure targets are met - Train, coach, and mentor contact center staff to enhance performance - Handle escalated customer inquiries and complaints in a professional and timely manner - Collaborate with other departments to ensure seamless customer service experience - Develop and implement contact center policies and procedures - Conduct regular performance evaluations of contact center staff and provide feedback for improvement - Stay up-to-date with industry trends and best practices in customer service management

Requirements: - Bachelor's degree in business administration or a related field - Minimum of 7 years of experience in contact center management - Strong leadership and communication skills - Ability to multitask and prioritize in a fast-paced environment - Excellent problem-solving and decision-making skills - Proven track record of achieving targets and improving team performance - Hardworking and energetic personality traits - Proficiency in strategic planning and analytical thinking - Experience in CRM systems and contact center technologies - Ability to work under pressure and handle difficult situations with composure

Benefits: - Visa sponsorship for eligible candidates - Relocation allowance for successful hires - Training and professional development opportunities to enhance skills and knowledge - Promotion of work-life balance and employee well-being

Equal Opportunity Statement: Petron Malaysia is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We value and celebrate the unique perspectives and experiences that each individual brings to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Deadline to apply: May 8, 2024

If you are a dynamic and experienced professional with a passion for customer service and team management, we encourage you to apply for the Contact Center Manager position at Petron Malaysia. Join us in delivering unparalleled service excellence to our valued customers.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.