Inspire and motivate team members to achieve performance goals and deliver outstanding customer service. Provide guidance, coaching, and support to team members to help them succeed in their roles.
Monitor the daily activities of the customer service team, including inbound and outbound calls, emails, and live chat interactions. Ensure that team members adhere to established procedures and standards for quality and efficiency.
Serve as a point of contact for handling escalated customer inquiries or complaints. Address complex issues with professionalism and empathy, finding satisfactory resolutions while upholding company policies.
Conduct training sessions for new hires and ongoing training for existing team members to enhance their skills and knowledge. Keep the team updated on product/service offerings, company policies, and industry trends.
Track key performance metrics such as call volume, response times, customer satisfaction scores, and individual/team performance. Analyze data to identify areas for improvement and implement strategies to enhance performance.

WEUNIC Sdn Bhd