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Team Lead, Customer Operations

About the department

Content of About Operations Team

About the job

Drive and energize the team to optimize productivity and performance by closely tracking and monitoring individual Telesales and Customer Service Executive’s activities to ensure set sales targets, key performance indicators and quality objectives are met or exceeded.

Who are we looking for?

Responsibilities:

  • Keep abreast of company strategy/developments and maintain awareness of online automobile industry developments focusing on customer experience.
  • Drive and energize the team to optimize productivity and performance by closely tracking and monitoring individual Telesales and Customer Service Executive’s activities to ensure set sales targets, key performance indicators and quality objectives are met or exceeded.
  • Responsible for analyzing trends, telesales performance and statistics and take proactive and remedial steps to continuously maintain and improve individual and team’s performance.
  • To effectively handle, follow up and resolve escalated issues and feedback from team members including dealing with Integrated Service or Classified team.
  • To coach team members both formally and informally through required coaching sessions, assessing skills and providing constructive feedback to improve performance and motivate individuals to achieve or exceed targets.
  • Resolve customer issues that have been escalated by team members to ensure a satisfactory outcome

Requirements:

  • Minimum of 3 to 5 years’ experience in Telesales/Telemarketing/Customer Service with at least 2 years’ experience as Team Leader.
  • Working experience in contact centre/automotive/online advertising industry
  • Possess Degree or its equivalent in any discipline
  • Good verbal and written communication skills.
  • Strong relationship building, influencing skills and selling skills.
  • Ability to work under pressure and to meet deadlines.
  • Ability to work well with others and build rapport in business situations.
  • Good customer service skills including researching and resolving customer issues.

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