About our group:

The Global Contact Center group is responsible for creating an exceptional customer support experience with our Seagate and LaCie products through WeChat. As part of this mission, we strive to ensure consumers can easily find the information they need to quickly resolve product issues.  This means providing customer support in the places where consumers visit most, including apps, digital and social media platforms, and our own Seagate and LaCie support sites.

About the role - you will:

•    Manage and supervise BPO operations across multiple sites in China.
•    Ensure compliance with company policies and procedures.
•    Oversee the handling of RMAs, ensuring timely and accurate processing.
•    Address and resolve customer escalations effectively and efficiently.
•    Collaborate with cross-functional teams to improve operational processes.
•    Monitor performance metrics and implement strategies for continuous improvement.
•    Provide training and development opportunities for team members.
•    Prepare and present reports on operational performance to senior management.

About you:

•    Analytical – You have a strong analytical background and are skilled at synthesizing large amounts of data and analysis.
•    Deadline Oriented – able to work effectively under narrow time limitations to produce accurate results.
•    You are goal oriented, results-focused and a high achiever with an optimistic, “can-do” attitude.
•    You display effective time management and organizational skills and utilize available resources

Your experience includes:

•    Minimum of 5 years of experience in a supervisory role within a BPO environment.
•    Strong understanding of BPO operations and customer service principles.
•    Excellent problem-solving and decision-making skills.
•    Ability to work independently and as part of a team.
•    Written and verbal proficiency in Chinese and English is required.
•    Bachelor’s degree in business administration, Management, or a related field.

Location:

Located in Johor Bahru’s technology park, our office is one of the largest electronics component manufacturers in Johor. On site, we encourage employees to lead active and healthy lives. The facility provides a cafeteria offering healthier menu options. Employees have fun and build strong relationships by participating in many sports, recreation and cultural activities like badminton, soccer and chess tournaments. We’re also proud to give back to the greater Johor community through many STEM volunteer activities.

Location: Johor, Malaysia
Travel: None