Management Trainee - Customer Service
2d ago
source : Shine

Inviting applications for the role of MT, Customer Service

In this role, you will be responsible for Drive Continuous Improvement and develop a strategy for team to reach organization goal.


Ability to explain what's driving their teams' performance in a concise and data driven wa y

Ability to identify and grow talent, lead, motivate and coach direct reports

Proven ability to identify training needs and support development of programs

High level of integrity as demonstrated personally and professionally

Proven ability and passion to coach in one-on-one and also in a team setting with a clear data driven approach and tangible output for agents to improve.

Outstanding customer service skills

Excellent written and verbal communication skills. Comfort communicating with all levels of management and able to adjust messaging to different target audiences with to-the-point communication

Excellent organizational skills and detail-oriented approach to problem solving

Demonstrated proficiency in multi-tasking and prioritization

Clearly demonstrated passion for ensuring the success of WhatsApp s culture of excellence and commitment to quality and customer service

Previous personnel management experience with service / technical fields within Call Center environment or tech / service / sales industry.

Familiarity with project management

Moderate understanding of business process improvement methods.


Minimum qualifications

Any Graduate

  • Well versed with MS Excel, MS Word, MS PowerPoint
  • Preferred qualifications

    Managing day-to-day operations ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers.

    Ensure consistent performance according to the relevant service level metrics or revenue / funnel goals

    Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents.

    Able to adjust messaging to different target audiences (agent, Ops Manager, client) with to-the-point communication

    Able to adapt quickly to changes in workflows / processes / procedures / product features

    Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization

    Able to clearly outline current performance drivers of their market and actions to improve

    Maintain a professional and personable demeanor at all times

    Prior experience in Team Handling

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