Call Center Manager( Chinese Speaking)

  • Location Phnom Penh
  • Salary Negotiable
  • Number of Hiring 1
  • Working Term Full Time
  • Closing Date Dec 27, 2017
  • Job Description

      Call Center is the hot line service that will operate 24/7 for all kind of service at Pi Pay. This service includes for merchant and customer. Pi Pay’s call center are providing the customer service, inquiry, received complaint and feedback to improve service quality.

    The position of Call Agent Manager is responsible for improving the quality of each agent to meet the KPI.

    KEY ACCOUNTABILITIES & RESPONSIBILITIES

    Improve on call quality and support call agent
    This includes being responsible for the delivery of service excellence for all calls received within the Call Centre, by providing accurate and relevant product information and understanding the requirements of customers. Support call agent to find solution with the challenging task or issue. Training and ongoing update the policy or procedure. Keep call agent posted related to product and service. Own the team’s performance and development and ensure that their behavior reflects the values and policies of Pi Pay. Developing an environment that delivers spectacular Customer Service. Working with key operational/customer services areas (including Risk, Operations, Sales & Marketing) to refine interdependent processes and procedures. Ensure sharing of “best practice” ideas. Set up Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSat). Customer registration KYC check by follow the company policy. Doing the call agent roster.

    +Report

    Daily/Weekly/Monthly report of call agent inbound and outbound call, issue report, and KYC report. Report the call agent attendant, aux time, ability to receive call, call abandon, average answer call, average time conversation with customer and service quality for call center.

    +Procedure and Control

    Monitoring on call center agent, and actively on managing call center report, customer waiting call, average call received, and abundant call to provide the excellent customer service. Providing direct ongoing coaching and guidance, including providing feedback, and encouragement to all the team. Ensuring customer complaints are resolved in a professional manner with a view to meeting the customer’s needs. Monitoring customer transaction go in through Pi Pay to address issue early before customer complaint.

    +Documentation, Policies and Guidelines

    Review and update on the current Call Center Policy, documentation of related document with Call Center and as well follow the procedure.

    +Call Center Management System

    Able to internal system, and control process of CRM, CMS, AVAYA and Wirecard System.

     

    Job Requirements

      SKILLS & QULAIFICATIONS
    +Skills

    Call Center Agents Manager must have good interpersonal skills to understand customers’ inquiries or complaints and deal effectively with people who may be worried, frustrated or angry. They must be able to learn quickly so they can acquire the product knowledge to answer customers’ questions accurately. They must also have good knowledge of telephone and computer systems so they can use call Center systems efficiently.

    +Qualifications

    Previous experience in a customer service position may be valuable. Pass Pi Pay Training in product knowledge, customer service policies and call Center procedures. Employees must be willing to work at the times required by manager, and some positions include evenings, weekends and public holiday.

    EXPERTISE & EXPERIENCE
    • Degree/Professional qualifications or equivalent.
    • Minimum 3 years practical working experience in call center, customer handling and customer service
    • Excellent communication and negotiation skills to maintain interpersonal customer relationships.
    • Able to use MS Office, professional in multitask
    • Chinese speaking is a must

  • Contact Information

  • Company Name Pi Pay Co., Ltd.
  • Contact Person Recruitment Team
  • Phone 023 988 989
  • Email recruitment@pipay.com
  • Website http://www.pipay.com
  • Apply Now

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