Customer Experience Manager (Mandarin Speaker)

NCT PMC SDN BHD; Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

NCT Group of companies in Subang Jaya, Malaysia seeks an experienced Customer Service Manager to lead the team responsible for timely, accurate responses to customer feedback and defect-related inquiries.

You will develop and implement defect management policies, oversee escalation handling, coordinate with relevant departments, and drive improvements in resolution timelines, service quality, and customer satisfaction.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• 7+ years in Customer Services or related roles.
• Strong decision making and excellent communication skills.
• Strategic thinking, problem solving, leadership, adaptability, and emotional intelligence.

Responsibilities

• Lead the customer service team to provide prompt and efficient responses to customer feedback.
• Develop and implement strategies to enhance customer satisfaction.
• Oversee defect management and monitor progress, reporting monthly on defect issues and case closure.

Skills

Leadership

Customer service management

Defect management

Communication

Strategic thinking

Education

Bachelor's degree in Business Administration or related field

Tools

CRM

Ticketing systems

Defect management systems

Job description

Leading and managing the customer service team to provide prompt and efficient responses to customer feedback.

Developing and implementing strategies to enhance customer satisfaction.

Oversee frontline operational matters and defect management monitoring, reporting and recording, updating the common defect issues, progress and case closure status on monthly basis.

Developing and implementing defect management policies and procedures to improve resolution timelines and customer satisfaction.

Handling escalated defect-related concerns, complaints, and disputes to ensure effective resolution.

Coordinating with relevant department to ensure seamless defect rectification and resolve disputes related to contracts, defects and delays.

Monitoring and analyzing defect reports and customer feedback to improve defect handling efficiency and service quality.

Training and mentoring customer service representatives on defect resolution procedures, communication, and professionalism.

Maintaining strong relationships with customers, internal stakeholders, contractors, and suppliers to ensure smooth defect rectification processes.

Implementing technology solutions such as defect management systems, CRM, and ticketing systems to streamline defect tracking and resolution.

Managing emergency response procedures for critical defect issues that affect customer safety and product/service quality.

Preparing and presenting reports on defect trends, resolutions, and improvements to superior.

Qualifications

Bachelor's degree in Business Administration, Communication, or a related field.

Minimum 7 years in Customer Services role.

Strong decision making, Excellent communication skills, High adaptability and resilience in facing challenges.

Strategic thinking & problem solving, Leadership, Adaptability & Emotional Intelligence.

It has been 35 years since NCT Group of companies set forth on its path in entrepreneurship. It started from scratch in the tiling business and steadily gained experience and strength in the industry through collaborations with prominent developers.

After years of honing its expertise in the construction industry, NCT made its way to the top echelon of the property development sector through the rehabilitation of Malaysia’s biggest abandoned housing development.

Guided by passion and resilience, NCT constantly redefines innovation by incorporating creativity into its project and serving the best solutions to its esteemed clients. The Group proved this sentiment with the introduction of NCT 2030. NCT 2030 is a brand new vision statement of NCT Group of companies. From humble beginnings, our journey in Malaysia has grown rapidly and expanded into diverse industries and beyond local shores.

In line with the continuous growth and expansion of business, we are invited and seek dynamic suitable candidates to take the challenge and build their careers with us.

It has been 35 years since NCT Group of companies set forth on its path in entrepreneurship. It started from scratch in the tiling business and steadily gained experience and strength in the industry through collaborations with prominent developers.

After years of honing its expertise in the construction industry, NCT made its way to the top echelon of the property development sector through the rehabilitation of Malaysia’s biggest abandoned housing development.

Guided by passion and resilience, NCT constantly redefines innovation by incorporating creativity into its project and serving the best solutions to its esteemed clients. The Group proved this sentiment with the introduction of NCT 2030. NCT 2030 is a brand new vision statement of NCT Group of companies. From humble beginnings, our journey in Malaysia has grown rapidly and expanded into diverse industries and beyond local shores.

In line with the continuous growth and expansion of business, we are invited and seek dynamic suitable candidates to take the challenge and build their careers with us.