Senior Customer Service Executive (Mandarin/Cantonese Speaker)

Team & Operations Management

• Lead and manage the daily operations of the assigned campaign.
• Ensure all KPIs set by Management are consistently met or exceeded.
• Assign tasks, set deadlines, and monitor progress.
• Plan and organize shift schedules for team members.
• Maintain adequate daily headcount and notify superiors if staffing is below required levels.

Performance & Quality Control

• Monitor and review agent performance, including call evaluations.
• Motivate and coach agents to achieve targets, identifying training needs for underperformers.
• Recognize and reward high performance.
• Handle complaints, issues, and escalations promptly and professionally.

Administrative & Communication Duties

• Communicate updates on products, services, procedures, and guidelines to the team.
• Report system issues (telephony/CRM systems) within 20 minutes to superiors and campaign representatives.
• Conduct interviews for agent positions when required.
• Develop monthly plans, targets, and KPI achievement strategies.
• Maintain a positive work environment and team morale.
• Respond to correspondence (including emails) within 3 days.
• Monitor attendance and punctuality to ensure compliance with company policies.
• Share daily performance updates with Management via WhatsApp; weekly sales performance updates to clients via email.
• Establish campaign process flows and maintain documentation.
• Use tools such as databases and spreadsheets for data management and analysis.
• Perform additional or ad-hoc tasks as assigned.

• Diploma or relevant certification in any field (SPM with strong relevant experience will be considered).
  
  
• Strong proficiency in Mandarin and English (spoken, read & written) — English Level 3 / Mandarin Level 4.
  
  
• Able to read and write fluently in both languages.
  
  
• Minimum 1 year of experience in customer service (Call Centre/BPO experience is an advantage).
  
  
• At least 1 year of experience in a Team Lead or Supervisory role.
  
  
• Proven experience in handling email communication professionally.
  
  
• Strong presentation, communication, and negotiation skills.
  
  
• Proficient in Microsoft Excel, Word, and PowerPoint.
  
  
• Familiar with CRM tools and data management systems.
  
  
• Held accountable for mistakes and demonstrates ownership in all responsibilities.
  
  
• Positive attitude, proactive mindset, and able to work independently in a fast-paced environment.