Call Centre Lead

Add expected salary to your profile for insights. The Air Station Malaysia (subsidiary of Easmed) supplies world-class continuous positive airway pressure (CPAP) technology, and a one-stop solution for all your Sleep Care, CPAP and Sleep Apnea needs, from diagnostic to therapy. We provide ground-breaking innovations in sleep therapy at affordable prices to help you breathe easy at night. Why this role matters? The Air Station is committed to transforming lives through innovative sleep solutions, and we are looking for a Call Centre Lead to drive this mission forward. In this pivotal role, you will build and manage our call center operations from the ground up, setting the foundation for excellence in customer support across the Southeast Asia region. This is a unique opportunity to shape processes, protocols, and KPIs, creating a best-in-class support system for customers and partners in the medical device industry. Who are you? You are a driven leader with a strong background in call center operations and a passion for delivering exceptional customer experiences. You bring proven expertise in developing protocols, setting performance metrics, and scaling support systems. Ideally, you have experience in the healthcare or medical device sector and understand the critical nature of delivering timely, high-quality support. You thrive in dynamic environments, demonstrate strong problem-solving skills, and lead with a collaborative, results-oriented mindset. What you do? As a Call Centre Lead , you:

• Establish and manage call center operations to support the SEA region, ensuring seamless customer interactions for sleep products.
• Develop and implement protocols, workflows, and service standards tailored to the needs of the medical device industry.
• Define and monitor KPIs to drive performance excellence, customer satisfaction, and operational efficiency.
• Recruit, train, and mentor a high-performing team of call center agents, fostering a culture of continuous improvement.
• Design processes for managing customer inquiries, troubleshooting device usage issues, and escalating complex cases when necessary.
• Collaborate with the Clinical Application and Sales teams to ensure a unified approach to customer support.
• Implement customer feedback systems to identify areas for improvement and optimize the customer experience.
• Leverage technology and analytics to enhance call center operations, streamline workflows, and improve response times.
• Prepare regular performance reports and recommend strategic improvements to senior leadership.
• Stay updated on industry trends, best practices, and regulatory requirements to maintain compliance and competitiveness.

If you are excited to build a high-impact call center operation, deliver exceptional support to customers, and contribute to advancing the medical sector, we invite you to apply. Apply NOW to join our journey!

How do your skills match this job?

Sign in and update your profile to get insights. Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Call Centre Leader?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?
• How many years' experience do you have as a Call Centre Executive?

EASMED is a regional market leader specialising in providing novel and minimally invasive medical/surgical products to medical professionals. Easmed is also a leading provider for Sleep Apnea diagnostic and therapy equipment and ENT equipment for operating theatre and clinic. We are a dynamic company with extensive operations in Malaysia, Singapore, Thailand, Indonesia and The Philippines. As part of our rapid expansion in Malaysia, we are looking for YOU. #J-18808-Ljbffr