Customer Experience & Careline Operations Lead

Movon Sdn. Bhd.; Subang Jaya; In loco; MYR 40.000 - 64.000; Tempo pieno

Descrizione del lavoro

Movon Sdn. Bhd. is seeking a Senior Executive of Customer Relationship to oversee daily call logs and Careline operations, and to develop strategies to improve response time, follow-up, and overall customer experience.

The role involves monitoring team KPIs and performance targets, ensuring service quality and compliance with SOPs, handling escalated cases, and guiding team members to achieve service objectives while driving continuous improvement.

Competenze

• Diploma or Bachelor’s Degree in Business Administration, Customer Service, Management, or related field.
• Relevant experience in customer service operations and escalations.
• Experience in supervisory or team leadership preferred.
• Strong leadership, communication, problem-solving, and coordination skills.
• Proficiency in Microsoft Excel and PowerPoint.
• Good command of English and Bahasa Malaysia; Mandarin is a plus.

Mansioni

• Oversee daily call logs and Careline operations, while developing strategies to improve response time, follow-up, and customer experience.
• Monitor team KPIs, performance, and targets to drive service excellence and continuous improvement.
• Monitor service quality and daily operations to ensure compliance with company standards and SOPs.
• Handle escalated customer cases and coordinate with relevant departments to ensure timely resolution.
• Guide, coach, and support team members to achieve service and performance objectives.
• Identify opportunities for process improvement, analyse customer trends, and prepare regular performance reports.

Conoscenze

Leadership

Communication

Problem-solving

Coordination

Customer service

KPI management

Formazione

Diploma or Bachelor's Degree in Business Administration, Customer Service, Management, or related field

Strumenti

Microsoft Excel

PowerPoint

Descrizione del lavoro

Movon Sdn. Bhd. is seeking a Senior Executive of Customer Relationship to oversee daily call logs and Careline operations, and to develop strategies to improve response time, follow-up, and overall customer experience.

The role involves monitoring team KPIs and performance targets, ensuring service quality and compliance with SOPs, handling escalated cases, and guiding team members to achieve service objectives while driving continuous improvement.