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Uwareme Grace, Kuala Lumpur (2026)

02/04/2024

*Chat Support*

✅Salary: 3,800 RM + night shift allowance + KPI
📌Location: KL Sentral
✅Shift Schedule: Rotational Shifts of 5 days working for 9 hours (inclusive of 1 hr lunch break) per day.
✅Joining Date: 10th

*Requirements*
• Minimum 2 yrs of CS exp in BPO industry is mandatory.
• Bachelor's degree required
• CS role with 90% Chat & Email process & only approx 10% Voice.
• Understand customer enquiries and respond via applicable channels: email, and chat (10% PHONE CALLS)
• Understand customer enquiries and ensure they are answered or routed through the appropriate support channel
• Manage customer escalations and ensure that these are answered, tracked, and escalated as required
• Perform all procedures accurately, including following client's documented call flows, work processes, data entry requirements, and complaint management processes
• Ensure all SLAs are met accordingly
• Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
• Provide a high level of professionalism and competent customer service
• Able to communicate effectively with customers in a friendly and polite manner following the processes
• Able to read, write, and speak fluently and spontaneously in both English.

19/03/2024

*Position: Training and Quality Analyst*

✅Language: English
✅Specialization: E-Commerce
✅Target Onboarding Date: ASAP
✅Salary Range: 5,500 - 6,500
📌Location: KL Sentral, Kuala Lumpur/Kelana Jaya, Selangor
✅Type: Full-time
✅Shift: 24/7

19/03/2024

We are know someone that might be interested?

Vacancy: *Customer Service*

📌 Location: Kuala Lumpur Malaysia.

✅Salary Max: RM12,400 + Allowances
✅Process: Pharmaceutical
✅ Language: Japanese + English
✅ Joining Date: ASAP or with Notice period
✅ Shift timing : Rotational shift
✅ *Education: Diploma and Bachelor 's degree plus at least 1 year Team Lead Customer Service experience*

*Lead Requirement* :
• Fluency in English + Japanese (Speaking, listening, writing and reading). working 100% English.
• University/Colleges required.
• 2 years minimum supervising/leading a team of 15 or more people, in a call center/contact center environment.
• Experience in a high-growth organization strongly preferred.

18/03/2024

*New Requirements* 🥳

*ROLE: Sr. Quality Analyst*

📌LOCATION: Cyberjaya, Malaysia

✅ Salary : 11,500RM + Allowances
✅ Language : Japanese + English
✅ Joining Date: ASAP
✅ Shift timing : 8am to 11.30pm, rotational Mon-Sun *(No Late Night SHifts)*

*Education: Diploma OR Bachelor 's degree plus at least 1 year Quality in Customer Service experience*

*Role & Responsibilities Sr. Quality Evaluator :*
• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Generic & Behavioral Skills
1) At least 1 year experience in training facilitation and quality evaluation
2) Strong Communication Skills
• Must possess good English communication skills
• Will communicate with Clients, Operations Manager, DPE, Supervisors and Support staff in English
• Liaise with client partners on a regular basis
3) Bachelor's Degree in related field from a four-year college or university with three to five years of relevant experience preferred
4) Strong communication skills, both written and verbal
5) Proficient in Microsoft Office
6) Demonstrated ability to multi-task and meet timelines on deliverables
7) Self-starter, sense of urgency, and works well under pressure

*NOTE: The paperwork and relocation expenses will be handled by the company*

14/03/2024

*Position – Sr. Ops Manager*

📌Location: Penang
*Salary* : RM 12,000 - 18,000
*Language* - Mandarin with Malay and English
*Responsible for* : Assistant Contact Centre Manager & Supervisor
*Reports to* : Operations Director / GM
*Contract* : Permanent
*Grade* : 3A

*Job Summary / Overview*
The CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her program/s and site/s, ensuring that financial and quality targets are achieved according to budget, using company standards that are applicable for the business. CCM is responsible for operational delivery (Performance and P&L).

*Key Responsibilities and Accountabilities*
• Manages and is responsible for day-to-day activities of one or more unit of operations.
• Strategic planning and ex*****on to enhance profitability, productivity, and efficiency throughout the company’s operations.
• Manage the daily/weekly/monthly P&L
• Develop annual operating budgets and provide fiscal direction of the department.
• Oversees the daily operation of the call center and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT.
• Prepares/reviews financial and/or operational analysis and reports on a daily/weekly/monthly basis.
• Spends time on floor to audit current procedures to monitor and improve efficiency of operations.
• Manages and develops a team of ACM’s in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Center.
• Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day.
• Participate in monthly and quarterly ATAC meetings.
• Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate.
• Participates in the development and implementation of unit policies and procedures.
• Participate in client meetings as required.
• Develops or assists with the development and implementation of policies and procedures consistent with those of the organization.
• Ensure all company policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper company Management immediately.
• Works together with a “Point of Contact” to identify issues and generate action plans for the KPI assigned

*Main Job Requirements*

*Education and Specific Training*
• Bachelor’s degree or equivalent experience in a call center or business related field (e.g., management, sales, tourism)

*Work Experience*
• 3 years of management experience in an inbound/outbound call center
• Highly preferred 1 year of minimum experience with the travel experience.
• Experience working in the hospitality/travel/airline industry is skills are highly needed competencies due to nature of the program.
o Priority is for applicants with experience. Those without experience but have met the minimum qualifications can still be considered.

*Required Skills*
• Computer Skills: Usage of MS Office
• Tools knowledge: Customer or function specific programs
• Typing speed: e.g. At least 130 strokes per minute, Accuracy of 80%

*Competencies and Specific Skills*
• Achievement Oriented
• Analytical Ability
• Communication Skill
• Decision-Making
• Flexibility
• Judgment
• Management Skills
• Planning and Organizing
• Problem Solving
• Strategic thinking
• Stress tolerance
• Coaching Skills
• Skills in testing or results and processes comply with the requirements
• Facilitation Skills
• Project management skills
• Change management skills
• KPI knowledge and understanding

13/03/2024

*Position – Sr. Ops Manager*

📌Location: Penang

*Salary* : RM 12,000 - 18,000

*Responsible for* : Assistant Contact Centre Manager & Supervisor

*Reports to* : Operations Director / GM

*Contract* : Permanent

*Grade* : 3A

*Work Experience*
• 3 years of management experience in an inbound/outbound call center
• Highly preferred 1 year of minimum experience with the travel experience.
• Experience working in the hospitality/travel/airline industry is skills are highly needed competencies due to nature of the program.

PM now.

13/03/2024

Role: Telesales Executive
📌 Location: Bangkok, Thailand

✅ Salary Max: THB 31,000- THB 38,500 (Housing allowance for expat THB 6002)
✅ Language: Tagalog (R/W/S)
✅ Joining Date: Apr 1st, (Mon)
✅ Shift: Wed-Sun 9am-6pm

_*NOTE: Looking for candidate who has experience in telesales at least minimum 1 year*_

*Job description*
Qualifications
To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations are made to enable individuals with disabilities to perform the essential functions:

• Sales Expertise: A strong ability to close deals, handle objections, and effectively persuade potential clients to purchase the client’s ownership products.
• Communication Skills: Excellent verbal and written communication skills to clearly convey the benefits of client’s ownership products and answer client questions.
• Interpersonal Skills: The ability to build rapport with potential clients, establish trust, and maintain positive relationships.
• Negotiation Skills: Skillful negotiation to find mutually beneficial solutions that meet the client’s needs and the company’s objectives.
• Product Knowledge: In-depth understanding of the company's ownership products and services offered, including amenities, locations, pricing, and ownership details.
• Market Awareness: Knowledge of the vacation industry, trends, and competitors to effectively position your products offerings.
• Time Management: Efficiently manage time and prioritize tasks to handle multiple leads and clients simultaneously.
• Problem-Solving: Creative thinking and adaptability to address client concerns or unexpected situations.
• Computer Skills: Proficiency in using online sales presentation software, customer relationship management (CRM) systems, and other relevant tools as need.
• Presentation Skills: The ability to create compelling and informative online presentations to showcase the benefits of client’s ownership products.

*Responsibilities*
Include the following. Other duties may be assigned.
• Effectively deliver required revenue targets,
• Present the client's Virtual Presentation consistently and accurately,
• Maintain current client's Virtual Presentation information and materials,
o Be an active and punctual participant in all Virtual Presentation and meetings,
o Support the company's marketing strategies,
o Treat all guests whether they purchase or not with the utmost respect and courtesy ensuring high quality levels of customer satisfaction,
o Set and review performance goals weekly, monthly, quarterly, and yearly,
o Ensure that all times you represent the company in an ethical, moral, and professional manner, ensuring that the company and its associated brands are not compromised,
o Adhere to the “New Owner" quality assurance and follow up procedures as determined by your direct report,
• Respect and participate with your colleagues to maintain a ‘one team'

08/03/2024

*New Requirement* 🔊

Role: *Customer Service Advisor*- Cantonese ( Local Malaysian
📌 Location: George Town, Penang.

✅ Salary Max: RM 2,800 – RM 3,600
✅ Language: Cantonese
✅ Joining Date: 8/4/2024

✅ Shift: Mon - Fri 9am to 6pm

_*NOTE: Must be able to communicate Cantonese fluently and have basic knowledge of IOS system*_

*Job Requirements*
CSS represents the brand, the culture, and the values of the client
• Your attitude and how you behave will determine how our client is perceived by its customers
• It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times
• Customer concerns must be handled positively and professionally
• Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers

*Responsibilities and Accountabilities*
• Support customers to place online orders with the client.
• Provide timely support to customers through available communication channels (inbound phone calls and email).
• Pro-actively support customers to mitigate the risk of damage to the client’s brand and customer loyalty.
• Identify and escalate priority issues through appropriate channels as and when necessary.
• Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.
• Maintains and improves quality of service by sharing suggestions and recommendations.
• Keep job knowledge and skills up to date by attending training and continuously learning.
• Meet all key performance indicators set by the company and client.
• Adhere to the policies and procedures set by the company and client.

07/03/2024

*Position - GDC Agent* (Global Delivery Center)

Position Summary and Requirements:

✅Voice and Email Customer Service exp of Min 1 yr

📌Location:Office based in NU Tower 2 (KL Sentral)

✅Operation Hours 6am-6pm (9 Hour per shift) *Day Shifts & Only Weekdays* MOn -Friday

✅Basic Salary starts at RM 4000 – 4200 (Slightly Negotiable) + Allowances

✅Permanent Position and Insurance Coverage under AIA

Specific responsibilities:
• Engage customer, understand their needs, and translate this need to work required, and set proper expectations about delivery time.
• Identify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needs and requests into work required (service identification)
• Focus on resolving customer issues, not closing cases; Solve the right problem for the requestor by looking beyond
the stated requested to the true needs, distinguishing between relevant & irrelevant information; adhere to business and compliance rules and professionally say no to requests that violate those policies.
• Utilize proactive approach as indicated in model, looking beyond the case to wider customer account activity and
support needs.
• Focus on Business Outcomes and Customer Experience impacting metrics; maintain acceptable level of
performance as measured via agent certification standards.
• Maintain ownership and accountability of requests; leverage support from Customer Service resources as
appropriate to drive resolutions while minimizing requestor effort; understand when to seek guidance and team
with agents across the globe to solve problems.
• Collaborate with cross-functional partners, , and vendor representatives along with other resources in support of
successful customer outcomes.
• Proactively share tacit knowledge gained through customer interactions via KM contribution approach so that
knowledge can be leveraged by entire team.
• Focus on process improvement and automation opportunities via identification, qualification, and development
of improvement ideas in conjunction with staff.
• Leads should have a proactive focus on the backlog management and communicate updates frequently. Lead
should also be responsible to provide solutions to enable automation. Need to articulate and communicate the
problem statement and RCA effectively. Share weekly business metrics.
• Lead should be responsible for the training/coaching of agents based on the feedback, trouble shooting of the
escalation of cases, closed loop process, working with team on process and documentation needs. Lead is
expected to put an action plan for scenarios like metrics or agents not meeting expectations (SLAs, backlog, CXSAT,
following process)

07/03/2024

*New Requirements* 🥳

*ROLE: SR Quality Analyst

📌LOCATION: Cyberjaya, Malaysia

*Budget* : 11,500RM

*Shift schedule* : 8am to 11.30pm rotation (no Late night shift)

*Role & Responsibilities Sr. Quality Evaluator :*
• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Generic & Behavioral Skills
1) At least 1 year experience in training facilitation and quality evaluation
2) Strong Communication Skills
• Must possess good English communication skills
• Will communicate with Clients, Operations Manager, DPE, Supervisors and Support staff in English
• Liaise with client partners on a regular basis
3) Bachelor's Degree in related field from a four-year college or university with three to five years of relevant experience preferred
4) Strong communication skills, both written and verbal
5) Proficient in Microsoft Office
6) Demonstrated ability to multi-task and meet timelines on deliverables
7) Self-starter, sense of urgency, and works well under pressure

15/01/2024

I urgently need Mandarin speakers with CS Banking Experience. Even domestic local banking experience is considered.

*Role:* Customer Service

*Language:* Mandarin + English (B1)

*Project:* Banking

*Salary:* RM 4000 + RM 300 (KPI)

*HC:* 4

*Start Date:* 5-Feb-24

*Note:* Interviews will be conducted between
Monday and Wednesday

Uwareme Grace

02/04/2024

19/03/2024

19/03/2024

18/03/2024

14/03/2024

13/03/2024

13/03/2024

08/03/2024

07/03/2024

07/03/2024

15/01/2024

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