Customer Relation Manager

Asia Recruit (Permanent, Contract, & Executive Recruitment); Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading recruitment agency in Kuala Lumpur seeks an experienced Customer Service Manager to oversee the operations of the Customer Relations team. The ideal candidate should have 6-8 years of experience in customer service, with at least 4 years in a managerial role. Responsibilities include managing staff productivity, resolving operational issues, and training team members. Immediate availability and the ability to travel are advantages. Interested candidates can apply via email.

Qualifications

• 6-8 years of Customer Service experience, preferably in a trading company.
• At least 4 years at managerial level.
• Immediate availability is an advantage.

Responsibilities

• Oversee the operation of the CR Team.
• Troubleshoot operational issues escalated by CR team members.
• Manage staff productivity and enhance service quality.
• Provide training and guidance to team members.
• Conduct weekly meetings.

Skills

Customer service skills

Ability to handle stress

Analytical skills

Multi-tasking

Education

Minimum Diploma

Tools

MS Office

Job description

Company background

Our clientis the leading manufacturer and distributor of standard components of Press Die, Plastic Mold and Factory Automation products.

Job summary

This role will oversee and ensure smooth operation of the CR (includes AR, CS & POC) Team.

Job Description:

Job responsibilities:

• Troubleshoot and resolve operational issues escalated by CR team members and implement preventive measures
• Manage staffs productivity and explore ways to enhance the quality of service to customers
• Regular review of workflow and propose improvement to ensure smooth daily operation
• Ensure proper recording and accuracy of data kept for KPI reporting
• Collate and prepare CR activities reports and submit to Head Office
• Manage customer database master to ensure compliance to company policy
• Manpower deployment to handle overflowing tasks across sections
• Provide training and guidance to team members or new hires
• Manage CS projects and Kaizen activities
• Project management in improvement projects e.g. Order Automation, RPA and Chat Bot
• Monitor order processing status and ensure that orders are processed within the various cut-off time
• Cover operation duties when the team is shorthand due to unforeseen circumstances
• Liaise with Sales Team and Accounts Team over AR matters and suspension of account
• Assist in general product inquiry, customer feedback or complaints
• Liaise with Business Development Team and supplier on customers orders, product claims and return cargos
• Liaise with Sales Team and Shipping Team on customers orders and delivery status
• Conduct weekly meeting
• Verify Credit/Debit Notes

Job requirements:

• Minimum Diploma holder
• At least 6-8 years Customer Service experience (preferably in a trading company) and at least 4 years at managerial level
• Service-oriented and good customer service skills
• Able to handle stress in a high volume and fast-paced environment
• Possess initiative, analytical and able to multi-task
• Proficient in MS Office
• Immediate availability will be an added advantage
• Able to travel

Qualified and interested candidates can apply by clicking the button below or sending your updated resume to [e-mail].

Consultant in charge of the role:

Janice Oh
Associate Director
WhatsApp no: [phone]