Customer Care Manager

Xiaomi Technology - Kuala Lumpur, Malaysia

Set up and manage contact centre / call centre KPI’s
3rd party account management role with end to end responsibilities; responsible for the daily running and management of the centre through the effective use of resources
Monitor Xiaomi Call Center agents' voice and non-voice service quality
Set customer service targets, assess quality standards against targets, and plan areas of improvement or development
Record statistics, user rates and performance levels of the centre, and prepare daily, weekly, monthly QA reports
Ensure CRM system is set up and clean order management
Ensure smooth service delivery
Liaison with supervisors, team leaders, and 3rd parties to resolve issues

8-10 years of experience in a technical in-bound call center operation, in a leadership role
Work experience in computer, mobile phone, e-commerce and Call Center fields preferred
Education qualification: College graduate, majors related to computer, telecommunications, Information Technology, Electronic Commerce, etc.
Knowledgeable about smart phones and digital products, familiar with Android
Good sense of service and good communication skills
Know well about the Office operating software, like Word, Excel, PPT, Outlook, etc.;
Good language skills in both of English and Chinese
Proven record of planning and organizing, effective communication and analytical skills
Strong knowledge of MS office tools (PowerPoint at advanced level, Excel - experience with pivot tables, basic formulas, macros, look-up functions)
Excellent communication skills in person, written, over telephone and email
Self motivated , reliable, problem solver
Able to travel within region
Thoughtful, gentle and patient personality