Customer Service Process Lead - Efficiency & Automation

Private Advertiser; Puchong; On-site; MYR 90,000 - 140,000; Full time

Job summary

Private Advertiser is seeking a Process Manager to review and optimise Customer Service workflows, identify gaps, and drive efficiency. The role focuses on simplifying processes, implementing SOPs, and enhancing turnaround times across the department.

You will monitor KPIs, analyse data, and lead improvement projects with cross-functional teams, providing training on new processes to staff. A proactive mindset and stakeholder engagement are essential.

Responsibilities

• Review and evaluate existing Customer Service processes and workflows.
• Identify process gaps, bottlenecks, duplication, and unnecessary steps.
• Streamline and simplify processes to improve operational efficiency.
• Develop, implement, and maintain standard operating procedures (SOPs).
• Improve turnaround time and overall productivity of the department.
• Identify opportunities for process automation and digitalisation.
• Monitor process performance and recommend continuous improvements.
• Establish and monitor relevant operational KPIs.
• Analyse operational data and prepare reports for management.
• Work closely with other departments to improve cross-functional processes.
• Ensure processes are properly implemented and consistently followed.
• Lead process improvement projects from planning through implementation.
• Provide training and guidance to employees on new or revised processes.
• Perform other duties and improvement projects assigned by Management.

Job description

Private Advertiser is seeking a Process Manager to review and optimise Customer Service workflows, identify gaps, and drive efficiency. The role focuses on simplifying processes, implementing SOPs, and enhancing turnaround times across the department.

You will monitor KPIs, analyse data, and lead improvement projects with cross-functional teams, providing training on new processes to staff. A proactive mindset and stakeholder engagement are essential.