We are eager to add a competitive Operations Manager to join our exceptional team at Startek Malaysia in Ara Damansara, Selangor.
Growing your career as a Full time Operations Manager is an incredible opportunity to develop indispensable skills.
If you are strong in analysis, research and have the right passion for the job, then apply for the position of Operations Manager at Startek Malaysia today!
- Has dealt/managed/run the Tier 2, Escalations, Premium queues in Customer Service, Incident Management, Technical Support etc.
- Attend and reply to escalated complaints sent to HOD mailboxes. This includes taking over cases from all touchpoints and providing First Response (via call (inbound/outbound) or email reply) to these escalated complaints within 24 hours.
- Manage customers as best as possible via any means necessary to contain the situation, within company guidelines.
- Investigate and deep-dive into the customer feedback and identify service gaps related to the poor service experience/journey while providing timely, periodic updates to the customer via calls, SMS, or email to assure the customer of follow up actions taken in the interim.
- Work closely with respective Managers and Ops Managers to provide appropriate resolutions or seek exception handling of the customer as and when needed. This may include seeking resolution/ exception handling from respective stakeholders from other teams.
- Attend daily Team Huddle or briefing for operations updates and latest process flows.
- Report and update the daily outstanding cases and Service Level to the Manager.
- Ensure that all KPIs for section and team objectives are met.
- Jointly handle the customer with relevant teams for staff and service-related matters and/or complex technical cases, whenever needed.
- Provide root cause analysis of the complaint/case and recommend improvement initiatives for better customer experience and to avoid similar incidents. This includes reviewing work process, making changes to work practices and policies that may be unfriendly and outdated.
- Follow up with respective stakeholders on recovery and corrective actions to close the service gaps.
- Make decisions within the waiver empowerment and KPI guidelines for billing disputes and service complaint and to ensure any adjustments and waivers are duly processed.
- Liaise closely with internal departments to identify, escalate and highlight trending issues for review.
- Support the Manager in directives cascaded from Management and to ensure that the team are in-line with team function and improvement initiatives.
Benefits of working as a Operations Manager in Ara Damansara, Selangor:
● Excellent Benefits Package
● Company offers career progression opportunities
● Advantageous package
Salary :
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