Customer Service Manager, Petaling Jaya

HSBC; Selangor; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is looking for a dynamic Customer Service Manager to enhance service excellence and drive business growth. In this pivotal role, you will assist in planning business strategies, engage with customers and staff, and champion initiatives that foster a positive mindset among team members. Your leadership will ensure high service standards while managing customer expectations and resolving disputes effectively. This is a fantastic opportunity to make a significant impact in a collaborative environment focused on delivering top-quality customer experiences.

Qualifications

• Minimum 5 years of experience in customer service management.
• Proven ability to develop and implement business strategies.

Responsibilities

• Assist Branch Manager in developing strategies to maximize revenue.
• Handle customer complaints and ensure service excellence.

Skills

Customer Service Excellence

Business Development Strategy

Leadership

Conflict Resolution

Regulatory Compliance

Education

Bachelor's Degree in Business Administration

Relevant Certifications in Customer Service

Job description

Customer Service Manager

We are currently seeking an experienced professional to join our team as a Customer Service Manager.

Principal Responsibilities:

• Assist the Branch Manager in planning and developing a business development strategy to increase penetration and maximize revenue via service excellence.
• Proactively walk the sales floor to engage customers and staff, providing effective supervision and leading by example.
• Support branch campaigns and promotions, establishing external customer contacts and networking in the local market.
• Champion initiatives as a branch representative to promote a positive mindset among staff and deliver top-quality customer experience.
• Handle customer disputes and complaints actively, ensuring proper reporting through tracking systems.
• Maintain high and consistent service standards across all non-sales staff, measured through periodic service metrics.
• Support and train non-sales staff to identify opportunities, pass leads to sales, and handle customer service activities.
• Manage customer expectations, identify needs, and provide relevant solutions in accordance with KYC and business ethics policies.
• Monitor branch compliance with legal and regulatory guidelines, rectify breaches, and implement corrective actions based on audit findings.
• Ensure adherence to HSBC Internal Control Standards and implement recommendations from auditors and regulators promptly.