Online Call Center Manager

Job Description:

We are seeking a driven and dedicated Online Call Center Manager to join our team at Padini Holdings Berhad in George Town, Penang, Malaysia. As the Online Call Center Manager, you will be responsible for overseeing the customer service operations of our online call center, ensuring high levels of customer satisfaction and efficiency.

Responsibilities: 1. Manage a team of online customer service representatives, providing leadership, guidance, and support. 2. Develop and implement strategies to improve customer service processes and procedures. 3. Monitor and analyze call center metrics to identify areas for improvement and implement solutions. 4. Resolve escalated customer complaints and issues in a timely and professional manner. 5. Train and onboard new call center staff, ensuring they are equipped with the necessary knowledge and skills. 6. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 7. Stay up-to-date on industry trends and best practices in customer service to continuously improve operations. 8. Maintain a positive and inclusive work environment for call center staff.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 7 years of experience in a customer service or call center management role. 3. Excellent communication and interpersonal skills. 4. Strong negotiation skills and attention to detail. 5. Proven leadership experience with the ability to motivate and inspire a team. 6. Proficiency in CRM software and call center technology. 7. Ability to multitask and prioritize in a fast-paced environment. 8. Positive attitude and willingness to adapt to change.

Benefits: - Disability insurance - Gym membership - Medical coverage

Working Environment: At Padini Holdings Berhad, we value and recognize our employees based on performance and merit. We provide a supportive and inclusive work environment where employees can thrive and grow in their careers.

Deadline to Apply: May 8, 2024

Equal Opportunity Statement: Padini Holdings Berhad is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability. All qualified applicants will receive consideration for employment without regard to any of these factors.

How to apply:

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