Customer Service - Team Lead

Sports Direct Sunway Pyramid

Customer Service - Team Lead

Full Time

VIEWS 1738

Responsibilities

Ensure the delivery of first class Customer Service to Frasers Group customers through all available channels.
Be motivated to perform key role duties both in the office environment and if required, working from home.
Being flexible on approach to the role as business needs evolve, especially during peak periods and periods of change.
Scheduling the team to ensure that adequate resource is in place to cover the core customer facing hours.
Identify knowledge gaps within your team and use this to coach, train and develop the team around you to ensure the highest standards of customer service are always provided to our customers.
Delivering one to one or group training sessions on subject matter highlighted from your regular knowledge gap analysis to agents within the team.
take ownership of Grade 1/Whitemail and complaints/escalations liaising with your team manager for guidance and achieve the best solution for the customer. You will extract any learnings from the experience and embed them in the team to support best practice.
·Act on customer feedback to recover potentially lost customers and/or resolve concerns, by listening to agents and having regular meetings with your Team Manager to discuss improvements.
Use out of the box thinking to develop inventive processes that power the department forward, always with customer satisfaction at the forefront.
Offer support to Backoffice duties such as; Evouchers, BACS and Cheques as per business needs.
Undertake project work as and when necessary, to the highest of qualities and deliver results promptly.
Care for the health, safety and welfare of your people.
Any other assignments as instructed by superior as and when required.

Skills & Qualifications

Candidate must possess at least a Diploma or Degree in Advertising/Media, Business Studies/Administration, Mass Communications, E-commerce or equivalent.
3 years experienced in customer service or call center.
Excellent communicator over the phone with ability to maintain a friendly and calm manner when dealing with all customers.
Good knowledge in Microsoft Office applications.
Must have a good understanding of retail and administration functions.
Able to priorities tasks, take own initiative and meeting deadlines.
A team player, flexible and high adaptability skills to meet business needs.
Fluent spoken and written English.
Able to work on night shift during weekday, weekend and public holiday (8am - 5pm & 7pm to 4am).

Perks & Benefits

1. Employee Purchase Discount
2. Medical & Insurance Benefits
3. Learning & Development

Customer Service

The primary duties of a customer service representative is to providing introductory product or service information to customers, ensuring customers are satisfied with products or services, follow up with customers with any purchases, troubleshooting common issue with a product or service.

Required skills:
- Strong Interpersonal skill to engage with customer
- Quick and effective problem-solving skill
- Good attention to detail

Sports Direct

  • Tenant: Sports Direct
  • Location: Sunway Pyramid Mall
  • Address:
    3, Jalan PJS 11/15, Bandar Sunway
    47500 Petaling Jaya Selangor
    Malaysia
  • Published on: 2023 Jan 27
    Fri Jan 27 2023 04:16:07 GMT+0000 (Coordinated Universal Time)
  • Valid until: 2023 Feb 18
    Fri Feb 17 2023 16:00:00 GMT+0000 (Coordinated Universal Time)
  • Number of Vacancies: 3
  • Employment Status: Full Time
  • Job Category: Customer Service
  • Working Hours: