Customer Service Manager (KLCC) URGENT

Agensi Pekerjaan Nowconnect Sdn Bhd; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

Agensi Pekerjaan Nowconnect Sdn Bhd in Kuala Lumpur is seeking a Customer Service Lead to guide the team in delivering outstanding service and ensuring quality across standards.

You will handle inquiries, complaints and feedback, analyze performance metrics, and drive training initiatives to enhance operations and customer satisfaction. Mandarin and English fluency is expected, with securities brokerage experience preferred.

Qualifications

• Bachelor's degree or above with minimum 5 years of customer service experience and in a supervisory or team leadership role.
• Solid understanding of customer service operations and service quality management.
• Experience in handling inquiries, complaints and feedback with a focus on resolution and satisfaction.
• Proficiency in analyzing service metrics and trends to drive improvements.
• Strong leadership and communication skills; ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead the team in delivering outstanding customer service and ensure service quality meets company standards.
• Handle customer inquiries, complaints, and feedback; coordinate with internal departments to resolve issues efficiently and enhance customer satisfaction.
• Oversee the customer service team's day-to-day operations, optimize workflows, and drive continuous process improvements to enhance operational efficiency.
• Analyze customer service performance metrics, customer feedback, and service trends to identify opportunities for service enhancement and operational excellence.
• Develop and conduct training programs to strengthen team members' product knowledge, service skills, and customer-centric mindset.

Skills

Leadership

Communication

Interpersonal skills

Problem solving

Multitasking

MS Office

Data analysis

Training

Customer service

Education

Bachelor's degree or above

Tools

Microsoft Office

Job description

Lead the team in delivering outstanding customer service and ensure service quality meets company standards. Handle customer inquiries, complaints, and feedback; coordinate with internal departments to resolve issues efficiently and enhance customer satisfaction. Oversee the customer service team's day-to-day operations, optimize workflows, and drive continuous process improvements to enhance operational efficiency.

Key responsibilities

Lead the team in delivering outstanding customer service and ensure service quality meets company standards

Handle customer inquiries, complaints, and feedback; coordinate with internal departments to resolve issues efficiently and enhance customer satisfaction

Oversee the customer service team's day-to-day operations, optimize workflows, and drive continuous process improvements to enhance operational efficiency

Analyze customer service performance metrics, customer feedback, and service trends to identify opportunities for service enhancement and operational excellence

Develop and conduct training programs to strengthen team members' product knowledge, service skills, and customer-centric mindset

About you

Bachelor's degree or above with minimum 5 years of customer service experience and in a supervisory or team leadership role

Solid understanding of customer service operations, complaint handling procedures, and service quality management

Strong leadership, communication, interpersonal, and problem-solving skills

Ability to manage multiple priorities and perform effectively in a fast-paced environment

Proficient in Microsoft Office applications, with the ability to analyze and interpret service-related data

Self-motivated, detail-oriented, and highly responsible

Prior experience in a securities brokerage firm, particularly supporting clients trading Hong Kong and U.S. stocks is highly preferred

Fluent in Mandarin and English, proficiency in Cantonese is an advantage