Consumer Care Team Leader

Consumer Care/Customer Care

Permanent

Job Description

Deliver the results that drive change.

At the Electrolux Group, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people, and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute, and grow together.

Join us in our exciting quest to build the future home.

Your Role

Consumer Care Team Leader who responsible in supervise, coach & guide CSO who are located in Shah Alam for Singapore Call Center to ensure the satisfactory performance is delivered.

What you'' do :-

• Directs, administers, and controls the day-to-day operations and activities of facilities and programs in an assigned area.
• Provide continuous supervision, coach & guide Consumer Care Team by plan and execute the training or development to ensure the department KPI and customer satisfaction are delivered.
• Analyzes customer gauge data and identifying opportunities to further drive Customer Satisfaction and promote proactively exceed customer expectation internally or cross department.
• Attend to all Social Media cases and response within 1 business day.
• Handle escalations to ensure proper follow-up to confirm a satisfactory resolution and prevent recurrence
• Generate revenue for Ownership Solution Dept by driving the team to collaborate on cross-sell opportunities such as extended warranty, repurchase of the company goods, consumable & accessories to the end user.
• Close collaboration with internal team – Field Operation, Spare part, Sales & Marketing and Supply chain.
• Close cooperation with external – authorized service contractor, dealer and logistic company.
• Support any other ad hoc or administrative duties as assigned related to customer service from time to time.
  
  

Who You Are :-

• Possess at least a Diploma or Degree with a minimum of 8 years of relevant working experience in a contact center environment.
• Computer literate, with working knowledge of Microsoft Office and email communication tools.
• Able to work in a fast-paced environment, demonstrating independence, customer focus, strong results orientation, and discipline.
• Strong ability to multi-task, prioritize, and manage time effectively.
• Proficiency in English and Mandarin is preferred, to effectively support the Singapore and Malaysia markets.
• Well-organized and responsible, with a positive and proactive attitude.
• Keeps the consumer and customer at the center, bringing an outside-in perspective to encourage cross-collaboration and open feedback.
• Builds trust and maintains strong working relationships, communicating effectively with colleagues and cross-functional stakeholders.
• Able to manage changing priorities with ease in a dynamic environment.
• A strong team player, demonstrating flexibility in providing coverage and availability when required.
  
  

Where you'll be :-

You will be reporting to Contact Center & Experience Manager, Malaysia & Singapore under the Business Unit of Ownership Solutions and you will be based in Shah Alam Consumer Contact Centre .

Benefit highlights:

• Discounts on Electrolux products and services
• Medical & Hospitalization coverage for both employees and dependents
• Dental & Optical
  
  

As part of the Electrolux Group, we will continuously invest in you and your development. There are no barriers to where your career could take you.

Find more on:

Electrolux Group

Electrolux Group LinkedIn

Electrolux APAC&MEA: