Customer Service Manager

Jardin Smith International Berhad; Kuala Lumpur; On-site; MYR 51,000 - 61,000; Full time

Benefits offered by this job

Five-day work week

Professional growth opportunities

Extended holiday leave

Competitive salary

Job summary

Jardin Smith International Berhad is seeking an experienced Customer Service Manager in Kuala Lumpur to oversee a busy service desk and ensure timely resolution of client inquiries and complaints.

You will manage communications across phone, email, and other channels, maintain accurate client records, and collaborate with multiple departments to improve service quality. A five-day week and growth opportunities are offered.

Qualifications

• Minimum SPM qualification or Professional Certificate.
• At least 5 years of working experience in customer service, client relations or administration.
• Proficient in Microsoft Word, Excel and Outlook, with the ability to learn and use customer service management software.
• Excellent command of spoken and written English.
• Ability to manage high volumes of enquiries and meet deadlines.

Responsibilities

• Handle client enquiries, requests and complaints professionally and efficiently, ensuring timely follow-up and resolution.
• Respond to enquiries through telephone calls, emails and other communication channels, maintaining a courteous and professional approach.
• Investigate customer complaints, identify solutions, escalate when necessary and follow through to resolution.
• Maintain positive relationships with clients by providing accurate information and regular updates.
• Maintain client records, log enquiries and monitor outstanding matters using the CRM system.
• Prepare and maintain spreadsheets, correspondence, reports and other administrative documents.
• Track customer service activities and identify recurring issues to management.
• Work with management and other departments to ensure timely responses and satisfactory resolution.

Skills

Strong communication

Problem-solving

Interpersonal skills

Telephone etiquette

Professional communication

Education

SPM / Professional Certificate

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

We are looking for an experienced, organised and customer-focused Customer Service Manager to join our team. The ideal candidate should possess strong communication and problem-solving skills, be able to manage a high volume of client enquiries, and take ownership of customer service matters from initial enquiry through to resolution.

Key responsibilities

Handle client enquiries, requests and complaints professionally and efficiently, ensuring timely follow-up and resolution

Respond to enquiries through telephone calls, emails and other communication channels, maintaining a courteous and professional approach

Investigate customer complaints, identify appropriate solutions, escalation matters where necessary and follow through until resolution

Maintain positive relationships with clients by providing accurate information, regular updates and practical solutions to their concerns

Maintain accurate and up-to-date client records, log enquiries and complaints, and monitor outstanding matters using the company's Customer Service Management system

Prepare and maintain spreadsheets, correspondence, reports, job sheets and other administrative documents

Track customer service activities, maintain service statistics, identify recurring issues and highlight operational concerns to management

Work closely with management and other departments to ensure effective communication, timely responses and satisfactory resolution of client matters

Prepare and distribute periodic updates, notices and correspondence to clients as required

About you

Minimum SPM qualification or Professional Certificate

At least 5 years of working experience

Prior experience in customer service, client relations or administration

Excellent command of spoken and written English

Proficient in Microsoft Word, Excel and Outlook, with the ability to learn and use customer service management software

Strong interpersonal skills, excellent telephone etiquette and the ability to communicate professionally with clients from diverse backgrounds

Able to assess client concerns, exercise sound judgement and recommend practical solutions

Capable of handling a high volume of enquiries, managing competing priorities and meeting deadlines

Patient, resourceful, detail-oriented and able to remain calm and professional when dealing with challenging situations

Able to work independently while collaborating effectively with colleagues and management

Competitive salary starting from RM5,000 per month, negotiable based on qualifications and relevant experience

Five-day work week: Monday to Friday, 10.00 a.m. to 6.00 p.m.

Extended holiday leave during the holiday season, subject to management's discretion

Opportunities for professional growth, training and increased responsibilities

Professional working environment that values teamwork, mutual respect and diversity

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a customer services manager?
• Which of the following types of qualifications do you have?

Established in 2006, Jardin Smith International has developed into one of the region’s leading investment firms with a powerful team of professional employees, mostly local, who operate at a national and international level. We are one of the few organizations capable of providing a full range of investment opportunities to our Clients around the region and beyond.

We offer all our Clients the highest standards of investment solutions through a comprehensive range of services in all aspects of land, property and other market sectors.

As part of our plan for continuous expansion, we are looking to recruit fun and dynamic individuals, with positive attitude to join our growing team.

Established in 2006, Jardin Smith International has developed into one of the region’s leading investment firms with a powerful team of professional employees, mostly local, who operate at a national and international level. We are one of the few organizations capable of providing a full range of investment opportunities to our Clients around the region and beyond.

We offer all our Clients the highest standards of investment solutions through a comprehensive range of services in all aspects of land, property and other market sectors.

As part of our plan for continuous expansion, we are looking to recruit fun and dynamic individuals, with positive attitude to join our growing team.

What can I earn as a Customer Service Manager