Client Background: carry on business of MLM for all types of beauty care products, health supplement, consumer products and products of all kinds and descriptions. Industry: MLM Location: Kuala Lumpur Headcount:1 Tenure: Permanent Remuneration: basic + good benefits Responsibilities: . Build a good rapport with IBOs. . Managing a large number of incoming calls and members' enquiries / feedback and complaints. . Manages day-to-day operations, ensuring daily service objectives are met according to KPI. . Familiar with Company's marketing plan, IBO Rules & Regulations, Purchase and Return policies, review from time to time. . To handle compliance team. . Communicating with internal departments on the company's latest development, marketing activities, promotion, rules & regulation, etc which related to IBOs. . Ensure sufficient training(s) is given to the team members to ensure team members meet the basis knowledge and achieve service objectives. . To provide leadership and strategic support in meeting day-to-day customer support functions and objectives including service excellence and to support continuous improvement and development of the customer support functions. . To be quick decision maker when issues happen in order to provide the fast, efficient and excellent service to the IBOs. . Scheduling work shifts for the teams to ensure sufficient manpower in walk-in counter and inbound call centre. . Preparing monthly CS reports, annual budget, expenditure, manpower planning & hiring, initiating corrective actions. . Manage and mentor the Change Management & QA team, fostering a culture of high performance and continuous learning and development. . Stay updated on industry best practices in change management and quality assurance, applying this knowledge to improve internal processes. . Coach team to strengthen Agile Methodology adoption Required skills and experience / main competencies 1. Minimum Diploma in any studies. 2. At least 5 years of Customer Service working experience. 3. Proven experience in people management in a team of 8-10 members. 4. Posses own transport and able to work in Bukit Jalil area.
