Vivian Lim Email & Phone Number

Kuala Lumpur, MY

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

1. Conduct root cause analysis & develop action plans using SMART model which helps in improving closure and CSAT performances in agent & team level.2. Monitor traffic, oversee SLA, real time support, propose actions for sudden call spike.3. Communicate and work closely with regional customer service Manager, WFM, Human Resources, LnD. 4. Conduct 1-on-1.

Real Time Support to agents- Monitor traffic for calls, emails, chat and take immediate action to ensure service level agreement are met- Look into traffic surge reasons and proactively make suggestions for improvement - Handle escalations from agents - Provide accurate advice/ solutions to agents in order to help them achieve daily targetPeople.

- Handle inbound & outbound calls and emails in regard to general inquiries from customers, partners, suppliers- Deliver excellent customer services and manage customer needs - Meet individual KPIs (Closure, Customer satisfaction, Agent behaviour)- Best Closure & Customer satisfaction in year 2021 - Best Improvement agent in year 2020 - Mentor for new hires

Responsibilities:Compensation & benefits: - Launched communications and managed administrations of updated set of compensation & benefits- Planned promotion schedule for employee health activities/ event- Designed communication poster for Annual Leave, employees health eventHR administration:- Benchmarked against similar industry about BOD to ensure.