About the Client

Engage Shift is a boutique business process outsourcing (BPO) provider that offers multi-lingual and omnichannel support, CX, back-office & automation services.

Job Responsibilities

Assist in the build-up, development, and management of customer support
department to provide exceptional customer service to several online websites.
Investigating and solving customers' problems, which may be complex or long-standing
Issuing refunds and compensations to customers.
Testing of new products and solutions, identifying, and highlighting technical issues and raising tickets using the companys ticketing system to ensure all items are resolved andcommunicating the status of this process to customers where necessary.processes to improve overall productivity.
Assist in actively developing on the companys back office tools, platforms, and
Lead a team that actively drives utilization of clients products and services
Improving customer service procedures, policies, and standards for the organization
Report on key statistics and trends of the department on a regular basis
Assist the Customer Support Manager in staff appraisals and development
Perform Quality checks on live chats and emails to identify areas of improvement
Leading, training and coaching a team to deliver a high standard of customer service
Staying connected and up to date on industry trends, competitors products and services

Requirements

5 years suitable experience, preferably with at least 3 years in a Team Lead role including having managed telemarketing/telesales functionality
Advance level of written English and adapt to various accents and tones
Able to communicate effectively in English verbally
Diploma/ Degree in Business Administration or related field
Online e-commerce experience

Remuneration

Basic RM 5,000 - 6,200 + shift allowance + travel allowance

Working hours

Rotational Shift (Weekend & Night Shift)

Job Types: Full-time, Permanent

Pay: RM5,000.00 - RM7,000.00 per month

Benefits:

Health insurance
Maternity leave
Opportunities for promotion
Professional development

Schedule:

Afternoon shift
Day shift
Night shift
Rotational shift
Weekend jobs

Supplemental pay types:

Overtime pay

Ability to commute/relocate:

Taman Tun Dr Ismail: Reliably commute or planning to relocate before starting work (Required)

Education:

Diploma/Advanced Diploma (Required)

Experience:

team lead: 1 year (Required)

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