Field Service Team Lead

Supervisors/Team Leaders (Call Centre & Customer Service) Full time Add expected salary to your profile for insights

• Assist Field Service Manager in managing field service team to provide optimum customer services
• Working with FSM to develop workflow for the field service team
• Assist FSM in goal setting, skill enhancement and performance reviews activities for field service employee
• Investigate, escalate and resolve any issues resulting from substandard performance
• Ensure company policies and procedures are followed by the team members
• Conduct on the job training to field service employee as needed
• Provide support and guidance to field service employee to ensure timely and quality customer services
• Assist FSM in develop programs to improve technical and customer service skills of service employee
• Address customer enquiries resolve issues and obtain customer feedbacks proactively
• Identify and escalate employee concerns/complaints to FSM
• Maintain positive and healthy relationship with various teams to ensure customer service effectiveness
• Support service teams in achievement of service goals
• Assist in FSM interviewing and hiring new technicians and ensure that the resources are properly trained to meet service objectives
• Demonstrate outstanding customer service through maintenance of high quality and integrity at work environment.

Responsibilities

• Assist Field Service Manager in managing field service team to provide optimum customer services
• Working with FSM to develop workflow for the field service team
• Assist FSM in goal setting, skill enhancement and performance reviews activities for field service employee
• Investigate, escalate and resolve any issues resulting from substandard performance
• Ensure company policies and procedures are followed by the team members
• Conduct on the job training to field service employee as needed
• Provide support and guidance to field service employee to ensure timely and quality customer services
• Assist FSM in develop programs to improve technical and customer service skills of service employee
• Address customer enquiries resolve issues and obtain customer feedbacks proactively
• Identify and escalate employee concerns/complaints to FSM
• Maintain positive and healthy relationship with various teams to ensure customer service effectiveness
• Support service teams in achievement of service goals
• Assist in FSM interviewing and hiring new technicians and ensure that the resources are properly trained to meet service objectives
• Demonstrate outstanding customer service through maintenance of high quality and integrity at work environment.

Requirements

• Diploma, Bachelor’s Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
• 2 years working experience with knowledge in IT infrastructure works
• Ability to work effectively both independently and in a team-based environment
• Effective English communication skills including verbal, written and presentation skills.
• Strong multi-tasking and administrativeorganizationalskills.

ITOCHU Corporation is one of the largest conglomerates in Japan and is the majority shareholder of CTC. Both ITOCHU Corporation and CTC are listed on the Tokyo Stock Exchange with sales revenues of US$53 billion and US$3 billion respectively. In Malaysia, the CTCG team has been serving enterprise customers from major commercial and government sectors for over 50 years, starting from CSA to CSC and now CTC, as part of the ITOCHU Group. Powered by a team of 600 qualified and experienced IT professionals, CTCG supports its customers through a country-wide network of 23 service centres and delivers extensive systems integration solutions to enable businesses to operate more efficiently. ITOCHU Corporation is one of the largest conglomerates in Japan and is the majority shareholder of CTC. Both ITOCHU Corporation and CTC are listed on the Tokyo Stock Exchange with sales revenues of US$53 billion and US$3 billion respectively. In Malaysia, the CTCG team has been serving enterprise customers from major commercial and government sectors for over 50 years, starting from CSA to CSC and now CTC, as part of the ITOCHU Group. Powered by a team of 600 qualified and experienced IT professionals, CTCG supports its customers through a country-wide network of 23 service centres and delivers extensive systems integration solutions to enable businesses to operate more efficiently. Be careful This job ad has not been subjected to our hirer verification process. Proceed cautiously and do your own checks before providing any personal information. Learn how to protect yourself Report this job ad Your email address Reason for reporting job Additional comments To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory. Researching careers? Find all the information and tips you need on career advice. #J-18808-Ljbffr