Online Contact Center Manager

Job Description:

IOI Corporation Berhad is seeking a part-time Online Contact Center Manager to join our team in Johor Bahru, Johor, MY. As a Mid-to-Senior Level position with at least 7 years of experience, the Online Contact Center Manager will be responsible for overseeing all aspects of our online contact center operations.

Responsibilities: - Manage a team of online customer service representatives to ensure excellent customer service and response times - Develop and implement strategies to improve customer satisfaction and retention - Monitor and analyze key performance indicators to optimize efficiency and effectiveness of the contact center - Collaborate with other departments to ensure a seamless customer experience across all online platforms - Train and mentor team members to improve skills and performance - Handle escalated customer inquiries and complaints in a professional and timely manner - Stay up-to-date on industry trends and best practices in online customer service

Requirements: - 7+ years of experience in online customer service management - Strong communication and leadership skills - Proven track record of driving results and improving customer satisfaction - Ability to work independently and as part of a team - Excellent negotiation skills and ability to handle conflict resolution - Hardworking and driven personality traits - Experience in managing contact center technology and software - Knowledge of CRM systems and online support platforms - Bachelor's degree in business administration or related field preferred

Benefits: - Parental leave - Travel opportunities - Disability insurance

Working Environment: At IOI Corporation Berhad, we encourage a culture of ongoing learning and development for personal and professional growth. We provide a supportive and collaborative work environment where employees can thrive and succeed.

Deadline to apply: 2024-06-26

Equal Opportunity Statement: IOI Corporation Berhad is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. We are committed to diversity, equity, and inclusion in our workplace.

How to apply:

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