Assistant CS Manager

GoGoVan; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading logistics company is seeking an Assistant Customer Service Manager to enhance daily operations and ensure exceptional customer experience. The role involves managing order accuracy, overseeing a team, and driving continuous improvements. Ideal candidates should possess strong leadership qualities and a background in logistics or a related industry, with a commitment to high-performing service.

Qualifications

• Minimum 3 years in a customer service leadership role.
• Experience in logistics, warehouse, trucking, or freight forwarding is a plus.
• Strong communication skills, fluent in Chinese (Cantonese and Mandarin).

Responsibilities

• Oversee daily operations of customer service ensuring client needs are met.
• Evaluate agent performance and implement continuous improvement plans.
• Optimize local call center costs and manage team overtime.

Skills

Leadership

Customer Service

Communication

Problem Solving

Tools

Microsoft Office

Job description

We are looking for an Assistant Customer Service (CS) Manager to oversee daily operations, ensuring that client needs are met efficiently while maintaining strong communication with all stakeholders. In this role, you will manage order accuracy, evaluate agent performance, resolve escalated issues, and drive continuous improvement initiatives. You will also be responsible for optimizing local call center costs, monitoring team overtime, and conducting disciplinary actions when necessary. The ideal candidate has a background in logistics or related industries, with strong leadership skills and a proven ability to mentor and develop a high-performing CS team.

What You Will Deliver

• Ensure that all areas of CS duties are managed daily ensuring clients needs are met in all operations
• Ensure smooth and open communication with clients and respective stakeholders
• Ensure all requirements are met by clients' requests in order management and data accuracy
• Attend CS-related meetings for regular updates on CS operations
• Take ownership of all customers issues and provide resolution
• Evaluate agent performance and operation flow, proposal continuous improvement plan
• Keep accurate records and CS-related documents, including but not limited to driver partners
• Prioritise resolution for escalated cases
• Provide cost optimisation of local call center
• Monitor and optimise CS teams' OT hours
• Conduct disciplinary actions for non compliance among the CS team
• Recruit, mentor and develop CS representatives by nurturing an environment to excel
• Control resources and utilise company assets to achieve qualitative and quantitative targets
• Maintain orderly workflow according to priorities
• Responsible for outbound and inbound order management
• Any other ad-hoc duties as per required

Who You Are

• Experience in the logistic industry, warehouse, trucking company, or freight forwarding industry will be a plus
• Fundamental Microsoft Office knowledge and experience, especially in Excel
• Enthusiastic about logistics, technology, and e-commerce
• At least 3 years of Customer Service experience and leadership role
• Able to work under pressure and peak deliverables
• Able to work on shifts, some weekends and Public Holidays
• Fluent in Chinese (Cantonese and Mandarin)