Position
Call Centre Assistant
Reference
Closing Date
11th September 2024
- This position is responsible for providing administrative and operational support to the Administrative Manager and Administrative Officer in maintain daily operation of the unit.
- To ensure Call Centre Unit operates according to the standard requirements of the company.
- To ensure Telephone Operators project a professional company image via written or verbal communication.
Educational and Experience Requirements
- Minimum of 2 years working experience in related field of Customer Care and/or Call Centre setting.
- Supervisory role work experience in customer service or call centre is an advantage.
- Previous formal secretarial or clerical work experience is desirable.
- Diploma In any relevant field from an institute recognized by the Brunei Darussalam National Accreditation Council, Ministry of Education is desirable.
- Familiar with current office systems and procedures.
- Familiar with concepts and principles of Call Centre Systems and Procedures.
- Adept at negotiation, interpersonal communication and should be socially and culturally adept.
- Computer literacy, including interne and IT savvy is important.
- Proficient with the functions of switchboard or operator console along with computer skill background specifically in Unified Communications (UC) system is desirable.
- Must be fluent in oral and written English. Fluency In oral and written Malay and/or Chinese is also desirable.
- Strong organizational and time management skills.
- Able to adapt in multiple circumstances.
- Able to work independently and in a team, under various situations.
Principal Duties and Responsibilities
- Provide support to the Superior in the performance of his/her duties and responsibilities.
- Report all issues to Immediate Superior, relevant to Administration Department and proposed corrective actions to resolve the issues.
- Provide regular updates to the Superiors regarding the operations.
- Assists in developing efficient and fair rosters for Call Center Operators and accommodate any emergent situation that may arise within the unit.
- Oversee the performance of all Call Centre Operators according to the requirement of the company.
- To provide necessary leadership, guidance, and advice to Call Centre Operators as and when required.
- Preparing reports, memos, letters, and other documentations requested from Superiors when required.
- To ensure quality of work is being produced by reviewing and checking them when required.
- Creating programs, policies and procedures when required to ensure the operations are running systematically according to the company's standard.
- Ensure effective enforcement and implementation of programs, policies and procedures are being done by the Supervisor(s).
- Monitor and ensure discipline is maintain among all members of Call Centre unit.
- Maintain a systematic program to ensure every staff is subject to attend relevant training once every year for respective unit.
- Delegate responsibility to appropriate staff to ensure that day-to-day functions and assigned projects are carried out.
- Coordinate meetings when required.
- To take minutes for meetings when required.
- Responsible to check and respond to Call Centre Email on a daily basis.
- Responsible to raise OS Ticket and prepare Inddent Report as and when required.
- To ensure both unit and contract service level indicator under Call Centre jurisdiction are being updated regularly.
- To ensure all outsource contracts under Call Centre jurisdiction is valid and up to date.
- To coordinate any events and functions when required.
- On a daily basis inspect all asset under Call Centre such as system, computers and telephones are in good working condition.
For any interested applicants, please fill-in the form here.