日本と海外をつなぐクラウドソーシング

Aegis BPO Malaysia

Account Team Leader for Customer Relations

2015/01～

•Recruited as an Account Team Leader for Customer Relations and Retention Support
for client Starhub Singapore ltd (Telecommunication Company)
•Provides approval for recontract vouchers after performing account assessment to each
And every customers account
•Manages and monitor teams Performance, Adherence, Productivity, SLA and KPI
•Update process and procedure and upload approved process into our KMS system
•Perform one on one coaching related to the account process and individual KPI
•Listen to call recording to perform quality assurance and coaching for CRS agents
•Attends daily DSR report to provide update and feedback regarding team performance
On daily, weekly and monthly basis
•Creates daily report pertaining to SLA, KPI, Productivity, Attendance and Adherence
For the reporting team to be submitted to the client and to be used during DSR sessions