Customer Service Operations Manager

BD Agriculture (Malaysia) Sdn Bhd; Klang City; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading agricultural firm in Klang City is seeking an experienced operations manager to lead their customer service team. You will be responsible for managing customer feedback and ensuring operational efficiency. The ideal candidate has over 5 years in customer service management, proven leadership skills, and a strong technical background. This role offers opportunities for growth and a dynamic work environment. You will work closely with multiple departments to deliver exceptional customer experiences.

Qualifications

• 5+ years in customer service or operations management, with at least 2 years in a leadership role.
• Experience in customer success models and customer excellence.
• Knowledge of electrical systems, installation, and maintenance processes.
• Ability to manage multiple projects and work under pressure.

Responsibilities

• Manage and lead the customer service operation team.
• Develop and implement streamlined processes and workflows.
• Oversee the installation and maintenance of technical systems.
• Prepare and present project status reports to management.

Skills

Leadership

Organizational skills

Problem-solving

Communication

Interpersonal skills

Education

Bachelor’s Degree in business, project management, or related field

Tools

Project management tools

Job description

BD Agriculture (Malaysia) Sdn Bhd – Bukit Raja, Selangor

Responsibilities

• Manage and lead the customer service operation team, manage customer feedback, complaints, and issues together with managing peers.
• Provide coaching, training, and development to team members to enhance their performance and customer service skills.
• Manage the budget for the customer service department, ensuring resources are allocated efficiently.
• Ensure customer service in the region Asia are aligned with the resource planning that all cost efficiency standards are met, well manage budgets and customer experience goals.

Project Planning & Execution

• Develop and implement streamlined processes and workflows to enhance operational efficiency.
• Identify and address operational bottlenecks, improving service delivery time and customer satisfaction.
• Standardize best practices for handling inquiries, complaints, and service requests.
• Support department handling project schedules, allocate resources, and monitor progress.
• Ensure compliance with safety standards, regulations, and company policies.
• Ensure smooth collaboration between teams and resolve any operational issues.
• Work closely with other departments such as sales, marketing, and product management to ensure cohesive service delivery.
• Serve as the point of escalation for complex or high-priority customer issues.

Technical Oversight

• Oversee the installation, maintenance, and troubleshooting of technical and electrical systems with an eye to constantly improve operational efficiency.
• Identify and resolve issues proactively to minimize project delays.

Coordination & Reporting

• Communicate with customers, vendors, and internal teams to ensure project requirements are met.
• Prepare and present project status reports to management.
• Ensure proper documentation of project activities, including work progress and resource allocation.

Requirements

• Bachelor’s Degree in business, project management, or a related field (preferred).
• 5+ years in customer service or operations management, with at least 2 years in a leadership role.
• Experience in customer success models and customer excellence.
• Strong leadership, organizational, and problem-solving skills.
• Knowledge of electrical systems, installation, and maintenance processes.
• Ability to manage multiple projects and work under pressure.
• Proficiency in project management tools.
• Strong communication and interpersonal skills.