Customer Service Manager

JAC Recruitment; Kuala Lumpur; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Service Manager to lead a dynamic team and enhance customer satisfaction. This role involves supervising daily operations, resolving escalated issues, and implementing strategies to improve service efficiency. The ideal candidate will have over 8 years of experience in customer service, preferably in a managerial capacity, and possess strong leadership and communication skills. Join a forward-thinking organization where your contributions will significantly impact customer experiences and drive business success.

Qualifications

• 8+ years of experience in customer service with managerial responsibilities.
• Bachelor's degree in relevant fields like Business Administration or Supply Chain.

Responsibilities

• Supervise daily customer service activities and lead the customer service team.
• Develop strategies to enhance customer satisfaction and service efficiency.

Skills

Customer Service Management

Problem Solving

Communication Skills

Leadership

MS Office

SAP

Power BI

Education

Bachelor Degree in Business Administration

Bachelor Degree in Supply Chain

Tools

SAP

MS Office

Power BI

Job description

A leading provider of innovative connectivity solutions, specializing in the design and manufacture of cables, wire harnesses, and interconnect solutions for diverse industries including automotive, consumer electronics, and industrial applications. Our client is currently seeking a Customer Service Manager to join their esteemed organization.

Job Responsibilities

• Supervise and execute daily customer service activities in accordance with company policies and procedures.
• Lead the customer service team to proactively address customer inquiries, ensuring timely and effective resolutions
• Handle and resolve escalated customer issues, particularly those affecting shipments, while implementing preventive measures
• Work with internal departments to streamline processes and enhance the overall customer experience.
• Develop and implement strategies to improve the efficiency and effectiveness of customer service.
• Provide guidance, training, and support to the customer service team, ensuring continuous skill development
• Monitor and analyze customer service performance metrics to identify areas for improvement.
• Manage high volumes of escalations with a problem-solving mindset, maintaining composure under pressure.
• Drive initiatives to enhance customer satisfaction and ensure alignment with business objectives.

Job Requirement

• At least Bachelor Degree in Business Administration, Supply Chain or relevant field
• Minimum 8 years of working experience in customer service or order fulfillment field, preferably with experience in managerial role
• Proficiency in MS Office, SAP. Skill in Power BI has added advantage
• Proven leadership skills in customer service or order fulfillment roles
• Good communication skills, presentation skills and leadership skills.