Deskripsi Pekerjaan
Are you a driven leader with a passion for exceptional customer service? Player Support Sdn. Bhd. is seeking a dedicated Player Support Manager (Team Leader) to guide our support team to new heights. We believe in fostering an environment of integrity and self-awareness, where leaders hold themselves and their teams accountable to a vision of excellence.
In this pivotal role, you will oversee daily operations, ensuring high-quality service delivery and mentoring a team of support agents. You will be the bridge between our players and our organization, resolving complex issues and implementing strategies to improve customer satisfaction. By fostering a culture of accountability and support, you will help drive team performance and player retention.
If you have a strong background in team leadership and a commitment to service excellence, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and motivate a team of support agents to meet performance targets and KPIs.
- Monitor ticket queues and ensure timely resolution of all customer inquiries.
- Handle escalated issues and complex complaints with diplomacy and professionalism.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Implement and refine quality assurance processes to maintain high service standards.
- Collaborate with cross-functional teams to improve products and enhance the player experience.
- Analyze operational metrics to identify trends and drive continuous improvement.
Kualifikasi
- Minimum 3-5 years of experience in customer support, with at least 2 years in a leadership or managerial role.
- Strong verbal and written communication skills in English and Bahasa Malaysia.
- Demonstrated ability to handle high-pressure situations and resolve conflicts effectively.
- Proven track record of team leadership and performance management.
- Self-awareness, integrity, and a strong commitment to accountability.
- Proficiency in CRM software and ticketing systems (e.g., Zendesk, Salesforce).