Customer Service Manager (Mandarin Speaking)

MY SKIN DOCTOR SDN. BHD.; Johor Bahru; On-site; MYR 60,000 - 90,000; Full time

Job summary

A prominent healthcare company in Johor Bahru seeks a Customer Service Manager who will lead the CS team while overseeing demand planning and order management to ensure exceptional service. Candidates should possess a Bachelor's degree in a related field and have at least five years of relevant experience, including two in a managerial role. This position offers a dynamic environment focussed on continuous improvement and customer satisfaction.

Qualifications

• Minimum 5 years in customer service, sales support, or logistics.
• At least 2 years in a supervisory or managerial role.
• Strong organizational and multitasking abilities.

Responsibilities

• Lead and manage the Customer Service team.
• Oversee demand planning and procurement activities.
• Collaborate with Sales to defend existing business.

Skills

Leadership

People Management

Communication

Negotiation

Problem-Solving

Education

Bachelor's degree in Business Administration, Supply Chain, or related field

Tools

Microsoft Office Suite

ERP / order management systems

Job description

Lead, mentor, and manage the CS team, setting clear goals, providing coaching, and driving high levels of team engagement and performance.

Oversee demand planning and procurement activities to ensure product availability meets customer requirements.

Ensure accuracy in order management, including validation of product pricing, demand forecasts, and order details.

Manage the coordination of appointments schedules, proactively communicating with customers about updates, issues, or delays.

Collaborate closely with the Sales team to defend existing business and identify opportunities for incremental revenue growth.

Act as the escalation point for customer service issues, working to resolve complex inquiries or disputes swiftly and professionally.

Drive continuous improvement initiatives to enhance customer service processes, reporting accuracy, and operational efficiency.

Ensure adherence to company policies, SOPs, and regulatory requirements, maintaining high operational standards.

Prepare and present performance reports and KPIs related to customer service operations to senior management.

Qualifications

Bachelor’s degree in Business Administration, Supply Chain, or a related field; diploma holders with strong experience may also apply.

Minimum 5 years of experience in customer service, sales support, or logistics, with at least 2 years in a supervisory or managerial role.

Strong leadership and people management skills, with a proven ability to build and develop effective teams.

Excellent communication, interpersonal, and negotiation skills, with a customer-first mindset.

Solid organizational, multitasking, and problem-solving abilities in a fast-paced environment.

Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and ERP / order management systems.

Experience with demand planning, inventory management, and order fulfillment processes is preferred.

Ability to drive process improvements and foster a culture of continuous improvement.

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