Customer Service Manager

JONKER DISTRIBUTION SERVICES SDN. BHD.; Malacca City; Presencial; MYR 120.000 - 180.000; Jornada completa

Descripción de la vacante

Jonker Distribution Services Sdn. Bhd. in Malaysia seeks a Customer Experience & Brand leader to steer the Customer Service Department and oversee the full customer journey across all brands and online platforms.

You will lead the Customer Service Team, drive continuous improvement, and develop experience strategies that boost satisfaction, loyalty, and brand reputation. The role collaborates with Marketing, Sales, Operations, Warehouse and E‑Commerce to optimize processes and ensure consistent

Formación

• Strategic leadership for the Customer Service Department
• Alignment between customer service, operations, sales, and marketing

Responsabilidades

• Lead, mentor, and manage the Customer Service Team to achieve departmental objectives and KPIs.
• Develop leadership capabilities within the Customer Service Department through coaching, guidance, and performance reviews.
• Review departmental structure, manpower planning, and succession planning.
• Foster a customer-centric culture across the organization.
• Develop and implement customer experience strategies to improve customer satisfaction and loyalty.
• Establish departmental KPIs and monitor overall performance across all customer service channels.
• Review customer feedback, complaints, and service trends to identify opportunities for improvement.
• Drive initiatives to enhance customer satisfaction, service quality, and platform performance.
• Oversee customer experience across all online platforms, including TikTok Shop, Shopee, company website, WhatsApp, and other digital channels.
• Safeguard and strengthen the company's brand reputation through service excellence.
• Ensure customer service standards are consistent across all brands and platforms.
• Support major campaigns, product launches, and promotional activities from a customer experience perspective.
• Work closely with Marketing, Sales, Operations, Warehouse, Production, and E-Commerce teams to improve the overall customer journey.
• Review and approve improvements to customer service SOPs, workflows, and operational processes.
• Identify automation, system enhancements, and process improvements to increase efficiency.
• Recommend strategic initiatives to improve customer retention and business performance.
• Lead customer experience projects and continuous improvement initiatives.
• Perform any other duties assigned by Management from time to time.

Descripción del empleo

This position (Customer Experience & Brand) is responsible for providing strategic leadership for the Customer Service Department and overseeing the overall customer experience across all company brands and online platforms. This role leads the Customer Service Team, drives continuous improvement initiatives, develops customer experience strategies, and ensures alignment between customer service, operations, sales, marketing, and other departments to achieve business objectives.

Key Responsibilities

Lead, mentor, and manage the Customer Service Team to achieve departmental objectives and KPIs.

Develop leadership capabilities within the Customer Service Department through coaching, guidance, and performance reviews.

Review departmental structure, manpower planning, and succession planning.

Foster a customer-centric culture across the organization.

2. Customer Experience Strategy

Develop and implement customer experience strategies to improve customer satisfaction and loyalty.

Establish departmental KPIs and monitor overall performance across all customer service channels.

Review customer feedback, complaints, and service trends to identify opportunities for improvement.

Drive initiatives to enhance customer satisfaction, service quality, and platform performance.

3. Brand & Platform Management

Oversee customer experience across all online platforms, including TikTok Shop, Shopee, company website, WhatsApp, and other digital channels.

Safeguard and strengthen the company's brand reputation through service excellence.

Ensure customer service standards are consistent across all brands and platforms.

Support major campaigns, product launches, and promotional activities from a customer experience perspective.

4. Business Improvement & Cross-Functional Collaboration

Work closely with Marketing, Sales, Operations, Warehouse, Production, and E-Commerce teams to improve the overall customer journey.

Review and approve improvements to customer service SOPs, workflows, and operational processes.

Identify automation, system enhancements, and process improvements to increase efficiency.

Recommend strategic initiatives to improve customer retention and business performance.

5. Reporting & Performance Management

Review departmental reports, customer service KPIs, and platform performance.

Analyse customer insights, complaint trends, and business data to support management decision-making.

Present performance reports, improvement plans, and strategic recommendations to Management.

Monitor departmental budget, resource allocation, and long-term development plans.

6. Other Responsibilities

Lead customer experience projects and continuous improvement initiatives.

Perform any other duties assigned by Management from time to time.