Customer Service Manager

CapTalent Consulting Sdn Bhd on behalf of CapTalent Consulting Sdn Bhd (Executive Search); Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading logistics provider based in Selangor is seeking a Full-time Customer Service Manager to lead their customer service team. The role involves managing team performance, handling escalated calls, and ensuring excellent service delivery. Candidates with at least 4 years of relevant experience and a background in call centers are encouraged to apply.

Qualifications

• Minimum of 4 years relevant work experience required.
• Experience in call center management is preferred.

Responsibilities

• Lead and manage the customer service team, including recruitment and training.
• Handle complex customer calls and resolve issues.
• Analyze customer service data to improve processes.

Skills

Leadership

Communication

Problem Solving

Team Management

Job description

CapTalent Consulting Sdn Bhd, on behalf of our client, is hiring a Full-time Customer Service Manager in Sungai Way Free Trade Industrial Zone, Selangor. Apply now to join our team.

Job Summary:

• Availability to work on the following days and shifts:
• Monday to Saturday: Morning and Afternoon shifts

• Minimum of 4 years relevant work experience required
• Expected salary: RM6,000 - RM9,000 per month

Our client is a subsidiary of a Hong Kong publicly listed company and a China state-owned enterprise. They provide comprehensive logistics solutions including Freight Forwarding, Customs Clearance, Haulage, Project Logistics, Contract Logistics, and Cross-Border E-Commerce Logistics. They are seeking a Call Centre Manager (Customer Service & Transportation) based in Mapletree Logistics Hub, Sek. 22, Shah Alam, Selangor.

Job Responsibilities:

Customer Service Administration:

• Lead and manage the customer service team, including recruitment, training, coaching, and support to ensure high-quality interactions.
• Handle complex or escalated customer calls, resolve issues, and guide representatives.
• Conduct team briefings, monitor call trends, and promote best practices.
• Set and monitor performance goals and KPIs, implementing corrective actions as needed.
• Analyze customer service data to improve processes and resource allocation.

Transportation Administration:

• Coordinate timely delivery of goods and compile daily delivery reports.
• Validate and update customer delivery requests and contact details in Navision.
• Book delivery slots with customers and follow up via SMS for unanswered calls.
• Use standardized scripts for customer calls and liaise with branch teams to correct data errors.
• Respond promptly to urgent orders and monitor daily customer deliveries.
• Support training and onboarding of new team members.
• Ensure compliance with HR ISO 9001 standards and participate in audits.

Salary ranges from RM6,000 to RM7,000, depending on experience. The role involves a 5.5-day workweek. Candidates with call center experience in large retail chains and order processing are preferred.