Life at U Mobile We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving. At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team. Let's start your journey with an award-winning organization! #UnbeatableCareerAwaits Top Reasons To Join Us! Awarded For Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024) Bronze Winner in Cross-Generational Workforce Engagement (2024) Gold Winner for Excellence in Workplace Culture (2021) Comprehensive medical, dental, optical and insurance benefits Flexi working hours arrangements Staff Line & Device Subsidy Smart Casual Attire Child Parental Care Leave Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT) Special employee discounts for selected F&B Brands Job Summary Responsible to keep the contract Centre operation running smoothly for 8am-12am x 7 days a week. Team Leaders works on rotation shift and aside from having an overall responsibility of floor management while on duty, they are also responsible for the performance of a dedicated team reporting under them. The Day-To-Day Activities Oversee daily operations, including scheduling, attendance, floor management, and real-time performance tracking. Handle escalations, provide guidance to CSEs, and assist with complex issues. Conduct briefings/training on product updates, policies, and performance insights. Provide feedback on individual and team performance. Manage team KPIs, ensuring discipline, productivity, and quality. Respond to customer inquiries, investigate issues via regulatory bodies, emails, and social media. Ensure timely issue resolution with professional recommendations. Monitor outstanding issues, keeping customers informed until closure. Follow up with customers and internal teams for resolution. About You Minimum diploma, bachelor degree professional degree or equivalent Min 3 years experience in customer service or contract center with at least 1 year working related experience in handling non phone transaction i.e email, social media transactions. Relevant experience in handling complex enquiries/issues and conducting investigation/review into those to provide an accurate resolution Able to use Microsoft office and savvy with updates and progress of social media world Excellent business letter writing skills and strong spoken communication skills Able to work on rotation shifts (7days a week on business operations hours) Minimum typing speed of between 25-30 wpm and accuracy of above 90% What's Next Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified. Show more Show less