L1 Customer Service Supervisor (Call Centre) – Agensi Pekerjaan Cornerstone Global Partners (Malaysia) Sdn Bhd
Role Summary
The L1 Customer Service Supervisor will manage daily operations in a fintech call centre, ensuring high-quality customer interactions while leading a team and driving performance improvements.
Job Description
As an L1 Customer Service Supervisor, you will be responsible for overseeing the daily operations of our call centre, ensuring that all customer interactions via chat, voice, and email are handled efficiently and effectively. You will lead a team of customer service representatives, providing guidance and support to enhance their performance and customer satisfaction. Your role will involve monitoring service levels, implementing best practices, and ensuring compliance with company policies. Additionally, you will analyze performance metrics to identify areas for improvement and facilitate training sessions to develop team skills.
Job Requirements
Minimum 2 years of experience in a BPO or contact centre environment
Proven experience in L1 operations management
Strong leadership and team management skills
Excellent communication skills, both verbal and written
Ability to analyze performance metrics and implement improvements
Familiarity with customer service software and tools
Strong problem-solving skills and ability to handle escalations
Ability to work in a fast-paced environment
Quick Info
Company
Agensi Pekerjaan Cornerstone Global Partners (Malaysia) Sdn Bhd
Location
Wp Kuala Lumpur
Salary
MYR 3000 - 3100
Skills Required
8 skills
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Required Skills
Leadership
Customer Service
Performance Analysis
Communication
Problem-Solving
BPO Experience
Team Management
Multitasking
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