Senior Assistant- Call Center

Department: Call Center - Operations
Reports to: CC Associate Manager
• Purpose of this role:
o The role is designed to deliver innovative and excellent services, Best Practices in Call Center.
• No. of subordinate: N/A
• Non-financial KPIs for this role:
• Description of key challenge of this role: ensure most inbound calls answered , keep abandonment call rate at lowest
• Parties of usual contact in their role including internal or external parties and the nature of communication between job holder and these parties:
o Ops/FIN/LC/IT: request for information for responding to customers
o Sales: deliver customer requests for settlement
Main Responsibility
• Delivering excellent customer services through Call Center, global quality and innovative services/activities; achieving the Section targets and Company goals
Key Result Area: Call quality
• Handling inbound/outbound calls effectively and punctually
Key Result Area: Answered call rate & call quality
• The first contact point to receive complaints from customers, collect sufficient information and appease customers before delivering them to complaint team
Key Result Area: Complaint survey
• Training new staff to ensure that they fulfil their works effectively
Key Result Area: Test and job performance
• Duties to support Division targets and Company objectives as and when assigned by manager