Online Contact Center Manager

salary Salary :

RM6,035 - 7,782 monthly

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Penerangan Pekerjaan - Online Contact Center Manager

Job Description: Online Contact Center Manager


Job Title: Online Contact Center Manager Company: Malaysia Airlines Berhad Location: Johor Bahru, Johor, MY Job Type: Part-Time Seniority: Mid-to-Senior Level Years of Experience: 6


Responsibilities: 1. Oversee and manage the operations of the online contact center for Malaysia Airlines Berhad. 2. Develop and implement strategies to optimize customer satisfaction and improve overall customer experience. 3. Collaborate with cross-functional teams to ensure the seamless integration of online customer support systems. 4. Provide leadership and guidance to a team of online customer support representatives. 5. Train and onboard new team members, ensuring they are equipped with the necessary skills and knowledge to deliver exceptional customer service. 6. Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement appropriate measures. 7. Develop and maintain standard operating procedures (SOPs) for the online contact center operations. 8. Handle escalated customer issues and resolve them in a timely and satisfactory manner. 9. Stay updated on industry trends and best practices in online customer support to drive innovation and continuous improvement. 10. Ensure compliance with relevant regulations and company policies.


Requirements: 1. Bachelor's degree in Business, Communications, or a related field. 2. Minimum 6 years of experience in managing online contact centers or similar customer service environments. 3. Strong leadership and managerial skills, with a proven track record of effectively managing a team. 4. Excellent interpersonal and communication skills, both written and verbal. 5. Resourceful and hardworking, with the ability to prioritize and manage multiple tasks simultaneously. 6. Adaptability to work in a fast-paced and constantly changing environment. 7. Innovative mindset, with the ability to identify and implement creative solutions to improve customer support processes. 8. Proficient in Microsoft Office Suite and experience using customer relationship management (CRM) software. 9. Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions. 10. Knowledge of airline industry practices and regulations is a plus.


Personality Traits: 1. Resourceful: Able to find creative solutions and utilize available resources efficiently. 2. Hardworking: Committed to putting in the necessary effort and dedication to achieve goals.


Soft Skills: 1. Adaptability: Able to quickly adjust to changing circumstances and effectively navigate through challenges. 2. Innovation: Promotes and implements new ideas and approaches to improve customer support processes and enhance the overall customer experience.


Benefits: 1. Paid sick leave. 2. Paid Time Off (PTO). 3. Vision insurance.


Working Environment: In addition to providing exceptional customer support, Malaysia Airlines Berhad is committed to giving back to the community through corporate social responsibility initiatives. As the Online Contact Center Manager, you will have the opportunity to contribute to these initiatives.


Deadline to Apply: March 7, 2024


Equal Opportunity Statement: Malaysia Airlines Berhad is an equal opportunity employer. We value diversity and are committed to creating an inclusive and supportive work environment for all employees.

How to apply:

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

Jadual kerja

Kerja ini mempunyai jadual kerja berikut:

  • Flexible

Faedah & Faedah

Pekerjaan ini mempunyai faedah berikut:

  • Remote work flexibility
Original job Online Contact Center Manager posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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