LOWONGAN KERJA DI MALAYSIA TAHUN 2007

Advertised on 27-6-07.
Application deadline on 17-7-07.

SCICOM is an award-winning Malaysian contact centre outsourcer. We provide customized Business Process Outsourcing (BPO) solutions to our portfolio of clients that consist of multinational companies with global brands by delivering our unique and modular ScicomSourcingSM solutions. We provide our clients and their customers with 'Total Customer Delight', thereby enhancing the customer experience which ultimately translates into increased brand loyalty and advocacy.

SCICOM's focus is Inbound Premier Customer Service, Technical Support and all forms of associated fulfillment. Since our inception in 1997, we have grown rapidly in numbers and currently have operations in Kuala Lumpur , Cyberjaya, Bangalore, India and Tampa,Florida that collectively service our clients' customers in as many as 34 countries in 23 languages. Our workforce of over 1000 people consists of nationals from Europe, the Middle East, North Africa, India, South & Far East Asia and the USA.

As part of our expansion plans, we have the following career opportunity :-


Assistant Manager - Operations
(Call Center - Based in Malaysia)
(Supporting a multinational telecommunications company)


The Position:
As an Assistant Manager, your role is to act as the coach and motivator for your team as well as attend to calls whenever required. You will be accountable for achieving daily service levels, operational quality targets and the performance of your team.

Responsibilities of the Role:


Lead, supervise and manage a team of fifteen (15) to twenty (20) customer service executives to meet the required performance and service targets.

Provide ongoing coaching, training and counseling to team members on products and services and handling of customers

Identify training and skills gap of staff through investigating poor and very poor ratings given by customers during IVR survey, daily correspondence with staff and quality audits

Provide the team with clear objectives for group and individual performance and support with regular and constructive feedback through quality audits and performance appraisals.

Attend to escalated calls.

Lead by example by displaying initiative in all areas including adherence to schedule and good attendance records.

Work with Manager – Operations / Assistant Manager – MIS to co-ordinate shift rosters for the team members and to ensure that agreed shifts will be covered.

Support the contact center in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service levels.)

Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members.

Conduct regular team meeting and buzz sessions to ensure that two-way communication is maintained between team members and management.

Provide marketing support on promotional campaigns as well as new product launches.

Review workflow and procedures to close service gaps, ensure productivity and accommodate new products & services.

Disseminate information received from client contact point to the team members are fully briefed on the information received.

Attend to any high-level customer complaints received by the team members and spend an agreed proportion of time answering queue calls.

Identify areas for service improvement and make recommendations to the management team.

Ensure minimal attrition by monitoring, coaching, and developing team members.

Requirements for the Role:


Degree in any relevant discipline

At least 2 years experience in a related position

Strong command of spoken and written English and Bahasa Indonesia

Proficient In Microsoft Office Applications

Available for immediate start.

Ability to work shifts.


The Benefits:
Attractive salary

Performance related allowance

Medical coverage

Dynamic work culture with active employee relations activities

Comprehensive training and global career path opportunities
=======================================================

Executive - Customer Service
(Kuala Lumpur - Based in Malaysia)
(Supporting a multinational telecommunications company)

Responsibilities of the Role


To support incoming enquiries from Indonesia in relation to telco products and services

Requirements of the Role:


Possess Degree in any discipline

Excellent communication skills in both spoken and written English & Bahasa Indonesia

Proficient in Microsoft Office & Windows

Pleasant tone of voice and good disposition with a positive working attitude

Dynamic, highly motivated, a result-oriented team player with good interpersonal skills

Ability to work in a challenging environment

Able to start work immediately


Interested applicants are invited to write-in or e-mail us with a comprehensive resume giving full details of academic qualification, work experience, current and expected salary and other personal particulars to:

Human Resources Department
25th Floor, Menara TA One (Letter box 22-80)
22, Jalan P. Ramlee, 50250 Kuala Lumpur, Malaysia

Or alternatively you may also e-mail us at:
careers@scicom.com.my

Only shortlisted candidates will be notified