Customer Service Manager
HENG LEASING AND CAPITAL PUBLIC COMPANY LIMITEDInbound Service :
- To initiative the improvement of complaint and nonconformance process from records and tracking systems, including root cause given.
Handling FAQ from call center team and manage training class if required.
- To review all internal report and document presented to management and other related function i.e., social media summary report, complaint report and give positive feedback to call center team.
- To manage critical detractor call backs with call center team.
- To participate and set up weekly meeting with call center team to monitor complaint log.
- To support and take action for critical/hot case as daily basis.
Outbound Service :
- Drive the strategic growth of leads mainly on lending Auto loan, hire purchase
- Mentor and coach team and supervisors to work efficiently to achieve the targets
- Work closely with marketing team to design and implementing a strategic leads plan to expand customer base and drive revenue growth
- Conduct and recruit the high-potential candidates, objectives setting, coaching and performance monitoring
- Plan and suggest the training programs roadmap for team
- Analyze the lead summaries of all tele and online channels, forecasting and analyzing inquiry data and produce the leads report as required
Management Skill :
- Manage & motivate team to have growth mindset, positive attitude and teamwork
- Utilize manpower and resource to maximize customer satisfaction and achieve telesale lead target
- Work closely with digital marketing team to maximize and qualify quality leads toward our customer
- Educate team to understand corporate product and service
- Report and work closely with Marketing Director and EVP Marketing
- Bachelor’s Degree or higher in Marketing or related fields.
- Min. 5-7 years of experience in telesales representative, customer service
- Min. 3 years of leadership experience
- Strong leadership skill
- Ability to prioritize and handle multiple tasks at any given time
- Experience in the Financial Industry will be ideal
- Great interpersonal, communication, presentation, negotiation and problem solving skills
- Ability to work towards strict targets
- Comfortable in working through digital tools and making calls
- Life insurance
- Provident Fund
- Staff training and development
- Fuel/transportation fees
- Marriage gift
- Telephone bill allowance
- 5-day work week
- Social security
- Health insurance
- Accident Insurance
- Funeral payment support
- Performance/results-based bonus
- Annual bonus