Team Lead (Travel Industry) - Native Korean

About the job Team Lead (Travel Industry) - Native Korean

About the Company
A leading global provider of technology-enabled business process outsourcing solutions that provides omni-channel customer experience management, back office and technology services to corporations around the world across a range of industries.

Principal Accountabilities (Key Result Areas)

• To ensure desired customer delight by providing satisfactory response to customer interaction.
• Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
• Evolve more effective work process for improving customer interactions.
• Constantly monitor & review performance metrics for achievement of objective.
• Contribute inputs towards sales & marketing plans.
• To interface with respective work centre for resolution of complaints.
• Manage resolution of billing queries /Issues.
• To track & ensure closure of complaints.
• To effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents & ensure effective implementation.
• Effectively manage shift operations.
• Interface with IT/HR/ Training/Quality.

Standards for Measuring Success

• Monthly call analysis
  • Quantitative
  • Qualitative
• No. of issues resolved within the standard time.
• Agents productivity
• Other key management attributes & Key Performance Indicators (KPIs) as agreed.

Tools & Resources required Knowledge

• Qualification: Graduate
• Experience: 3-5 Years experience. The incumbent should have experience in the field of customer service (call centre exposure must)
• Standard office and computer equipment.
• Busy, frequently noisy and stressful environment.
• Frequent interruptions and potentially upset clients.
• Positive attitude
• Customer-centric approach
• Fast paced and prompt
• Achievement oriented
• Energetic and Enthusiastic
• Dress appropriately

Skills

• Spoken Communication skills
• Analytical skills
• Interpersonal skills
• Counselling skills

Benefits

• Work Permit Provided (renewable)
• Opening a bank account assistance
• Monthly company activities
• 12 Annual leave / 14 Medical leave
• Airport pickup service / Temporary accommodation for 14 days

Remuneration
Basic up to MYR 12,000

Working Hours
Between 8 am - 5 pm (8 hours + 1 hour break) | 5 days rotational (Monday to Sunday)

Consultant in Charge
Angel Chok | 014 612 6048 | angel.chok@hunters-in.com