Details

Salary and Benefits

MVR 0+
• Salary based on qualifications and experience
• 30 Days Paid Annual Leave
• Medical Insurance
• Meal while on duty

Job Description

General Requirements

• Bachelors Degree
• Minimum 2 years work in a Contact Centre or any field related to Customer Service
• Proficiency in MS Office
• Knowledge of performance evaluation and customer service metrics
• Ability to multitask, set priorities and manage time effectively
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Strong coaching and leadership skills, and ability to motivate a team
• Decisiveness and attention to detail
• Proven ability to take initiative and work independently with minimum supervision

 

Job Specification

• Maintain professionalism and consistent high standards of care
• Responsible for overseeing the day-to-day management of the Contact Centre under the guidance of the Head of the Department (HOD)
• Responsible for making duty schedules and ensure effective operation of the Contact Center including management of emails and instant messages
• Work with Contact Centre staff to achieve the established Contact Centre performance expectations, identify and address opportunities for improvement
• Contribute to staff development through appropriate trainings and monitoring feedback received
• Handle escalated enquiries from Executives as well as feedback received by the Contact Centre
• Monitors the Key Performance Indicators of the department as well as individuals and prepare reports for the HOD on indicators
• Responsible for driving the increase of conversion of leads to appointments
• Assist the HOD in running the department by ensuring timely dissemination of information.
• Ensure that the Guest confidentiality is maintained at all times
• Ensure that the TTH service standards are maintained at all times and provide coaching/mentoring to staff to achieve this
• Ensure that a positive work environment is established within the team and inform HOD on any concerns that need to be addressed
• Ensure to deliver analysis and reports to HOD on a timely manner with efficiency
• Ensure to provide feedback on staff performance on a monthly basis
• Ensure to achieve and to keep the log of works in a systematic and easily accessible manner.
• Work with the team and HOD in fine-tuning the SOPs and policies related to the Contact Center and contribute to the improvement of operations

Requirements and Qualifications

Minimum Experience

Not Specified

Minimum Qualification

Bachelor’s Degree

Documents to Submit

Documents

• 1. National Identity Card or Passport
• 2. Recent Passport Size Photograph
• 3. Updated CV
• 4. Relevant Educational Certificates (Attested from law firm’s/ government offices)
• 5. Recent Police Report
• 6. Reference Letter / Experience Letter (from current and previous employer)

Other Information

Industries

• Hospitals and other health activities

Occupations

• Manager, Customer Support

Employment Type

• Full-Time