Customer Experience Team Lead (MY) at Blacksire

Petaling Jaya, Selangor, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

29 Apr, 26

Salary

0.0

Posted On

29 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Team Management, Coaching, Problem Solving, Communication, Time Management, Multi-tasking, Customer Support, Complaint Handling, Resource Management, Strategy Implementation, Performance Monitoring, English, Bahasa Melayu, Mandarin

Industry

IT Services and IT Consulting

Description

Company Description At Blacksire, we are dedicated to staying ahead of the curve and pushing the boundaries of digital solutions. As a top-tier Business Process Outsourcing (BPO) hub, we offer end-to-end innovations with a diverse range of services, including Software Development, Call Centre Operations, Game Development, and Digital Marketing. Rooted in the core of the dynamic global market, we are fueled by our competent and creative team, who are equipped to provide quality services across all industries. Let us take your business to new heights with innovative, unparalleled digital solutions that drive results. Job Description Responds to live chats professionally and answer customers' enquiries. Able to support and understand the operation to resolve customer issue and promote good customer experience. Handle customer complaints, to provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. To manage day to day operation of the contact centre. To initiate and manage 1:1, team huddle and team meetings effectively. To manage resources, planning and implementing Contact centre strategies effectively. To coordinate and managing client’s expectation. Ability to motivate, coach and develop agents. Ensuring all tickets are solved within SLAs. Approachable personality with people handling skills. Continuously seeking improvement and plan towards achieve company goals. Qualifications Minimum of 2-years’ experience in related management role. Able to work in fast paced environment, independent, customer focused, result oriented & disciplined. Ability to multi-task, prioritize, and manage time effectively. Agree to sign a confidentiality agreement to protect customer and company benefits. Equipped with a stable internet connection with a minimum speed of 10mbps speed as this is a work from home position. Able to work on 24/7 rotating shifts, during weekends and public holidays. Ability to read and write in English, Bahasa Melayu and Mandarin.

Responsibilities

The Customer Experience Team Lead is responsible for managing the day-to-day operations of the contact center, ensuring customer inquiries are handled professionally and efficiently. This includes resolving customer complaints, managing team meetings, and motivating agents to achieve company goals.