• Train and motivate call center representatives as they answer questions, handle complaints, and provide support for clients.
• Plan and implement call center strategy, identifying operational issues and suggesting possible improvements.
• Manage customer escalations and follow up for resolutions.
• Determine KPI, monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Ensure adherence to company's policies and procedures.
• Perform quality control audits to ensure accuracy of records.

• Total 4 years of experience in client service, with 2 years in a supervisory role
• Experience with performance evaluation procedures
• Outstanding communication, interpersonal and leadership skills
• A customer-oriented and problem-solver mindset
• Excellent organizational and time-management skills

Alexis, Zhuang Mian Bo EA License No.: 02C3423 Personnel Registration No.: R1872731

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