Yang Zheng Phay

Effectively recruit candidates through Internet research, internal referrals, networking and other strategies. Perform full life cycle of recruitment activity which includes sourcing, phone screening, face-to- face interview, proposing the right candidates to hiring managers, conducting reference check and negotiating remuneration package for candidates and clients. Arranging interviews for the right candidates with the clients.

Transaction Monitoring quality in three languages (Malay, English and Mandarin) for P1 4G project. To ensure Efficiency, Accuracy and Responsiveness of services delivered are met at all times. Conduct Call Monitoring and Coaching sessions with agents. I.e. Side by Side call monitoring Analyse agent’s performance and provide guidance report and performance improvements plans in order to make improvements.

Provide primarily customer service based phone support to customers. Activate and engage with client/customer whilst providing accurate information of customer’s issue at hand. Ensure all follow ups are done in a timely manner. Ensure all SLA’s are met appropriately. Maintain high level of customer satisfaction whilst maintain a professional manner. Be familiar with all policy, processes, and product knowledge and escalation paths.

Hospitality and Tourism Management

Sijil Pelajaran Malaysia (SPM)