Call Center Operator / Sales Manager

📌 Location: Fully Remote (work from home)

🌍 Language Requirement:

✅ English (B2 or higher) – Mandatory

✅ Malay – Mandatory

➕ Mandarin – Advantageous

Key Responsibilities:

1. Outbound Calls:

• Work with a provided customer database (no cold calling).
• Meet and exceed KPI targets (retention, sales, surveys, promotions, etc.).
• Engage with customers via phone and email, demonstrating excellent communication and sales skills.
• Perform additional tasks as required, including email support.

2. Reporting:

• Submit shift reports within 2 hours after completing a shift.
• Ensure accuracy and compliance with company reporting guidelines.

3. Data Management:

• Efficiently collect and manage user information.
• Process requests from other departments as needed.

Performance Metrics:

During Probation (First 3 Months):

• Quality Score: Minimum 70%.
• Successful Calls per Shift: 80.
• Call Efficiency (Success Rate): Minimum 35%.

After Probation:

• Quality Score: Minimum 75%.
• Successful Calls per Shift: 100.
• Call Efficiency (Success Rate): Minimum 40%.

Working Hours & Breaks:

• Shift Duration: 8–9 hours (rotational shifts).
• Off Days: Rotational (at least one weekend shift required).
• Lunch Break: 1 hour (not allowed within the first 2 hours and last hour of a shift).
• Schedule Adjustments: Must be approved in advance by the Team Lead.

Salary & Benefits:

During Probation:

• Basic Salary: RM 2000 per month.

After Probation (upon meeting KPI targets):

• Basic Salary + Bonuses: RM 3000+ per month (depending on experience and KPI performance).
• Payment Dates:
  • Base salary on the 10th of each month.
  • Bonuses/commissions on the 20th.
  • If a payday falls on a public holiday/weekend, payment will be made on the next working day.

Penalties & Disciplinary Rules:

• Unauthorized absence from a shift may result in disciplinary action.
• Three instances of no-shows can lead to contract termination.
• Failure to follow company policies may result in penalties as per company regulations.
• All call center policies are documented and must be read by employees.

Leave & Holidays:

Annual Leave:

• 14 days of paid leave (eligibility after 6 months).
• Leave must be used within the calendar year.

Medical & Casual Leave:

• 5 days per year.
• Sick leave of more than 2 days requires a medical certificate.