Incharge (Call Centre & Customer Relation)

• Supervise all activities of Call Center and Customer Relation Section.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Prepare product or service reports by collecting and analyzing customer information.
• Contribute to team effort by accomplishing related results as needed.
• Manage large amounts of incoming calls.
• Supervising and Coordinating of Customer Relation Executives and others administrative support to CREs.
• Training Support, Information, Quality Assurance for Customer Relation Executives.
• To attend, follows up & resolves customer complaints.
• To act as a source of information and answers executive questions, assigns tasks, follows up and gives instructions as necessary.
• To carry out supervision, coaching, call monitoring, training, reviewing and disciplining of all executive.
• To Identify and finalize quality benchmark for key activities of Call Center Operation.
• To supervise, plan and manages functions related to Call Center work area. Oversees and directs the day-to-day activities of call center executive.
• To ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
• To monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
• To monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies.
• To prepare answers of questions and recommendation corrective services to address customer complaints.
• To Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
• To Implement new techniques for call center related task.
• To determine work procedures, prepares work schedules and expedites workflow.
• To Report to Head of Service and Management time to time.

Full-time

• Masters degree in any discipline, Master of Business Administration (MBA)