Customer Success Manager

Growth Valley; Selangor; On-site; MYR 60,000 - 75,000; Full time

Job summary

A forward-thinking education company in Malaysia is seeking an experienced Customer Service Manager to lead their team in enhancing customer experiences. You will develop strategies aligned with business goals, monitor feedback for continuous improvement, and provide coaching to team members. The ideal candidate has at least 3 years of managerial experience, a degree in Business Management, and is proficient in Mandarin, making this role essential in communicating effectively with Mandarin-speaking clients. The company values strong leadership and teamwork.

Qualifications

• Minimum 3 years experiences in managing a customer-oriented team.
• Strong leadership and communication skills are required.
• Experience in corporate settings is an advantage.

Responsibilities

• Develop customer service strategies to enhance experience.
• Guide and support team members in performance and development.
• Monitor customer feedback and trends for improvement.
• Prepare reports for senior management on service performance.

Skills

Leadership skills

Team collaboration

Data-oriented

Proficient in Mandarin

MS Excel knowledge

Education

Diploma / Bachelor’s Degree in Business Management

Job description

Company Overview

Education is our passion and we made our decision to guide others along the way. Mr. Louis Loh, our founder, has successfully established Growth Valley Sdn Bhd. Growth Valley is in charge of Research and Development, Consultation, Operation, Training, Content, Design and more. Our main focus is to enhance people’s lives with breakthroughs in various aspects. By providing innovative solutions and strategies, we aim to empower individuals and organizations to reach their full potential and achieve their goals.

More information: https://bit.ly/GV-RC24

Responsibilities

• Develop and implement customer service strategies aligned with company objectives to enhance overall customer experience and drive business growth
• Establish KPIs and service level agreements (SLAs) to measure team performance and customer satisfaction
• Design and optimize customer service workflows and processes to improve efficiency and response times

Team Management & Development

• Provide guidance, support, and coaching to team members
• Conduct regular performance reviews and create individual development plans for team members
• Lead recruitment, onboarding, and training initiatives for new customer service staff
• Foster a positive team culture that promotes collaboration and continuous improvement

Customer Experience Excellence

• Assist team members with complex/escalated customer inquiries and complaints
• Monitor customer feedback and analyze trends to identify areas for improvement
• Implement customer retention strategies and initiatives to reduce churn
• Collaborate with other departments to resolve customer issues and improve overall customer experience

Reporting & Analysis

• Prepare regular reports and presentations for senior management, highlighting key achievements, challenges, and opportunities
• Analyze customer service metrics and data to provide actionable insights
• Recommend and implement improvements based on data-driven findings

Requirements

• Minimum 3 years experiences in managing a team of customer-oriented operation manager.
• Diploma / Bachelor’s Degree in Business Management or relevant discipline
• Preferably working experience in Cooperate based is an advantage
• Able to communicate and write proficiently in Mandarin is preferred. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• Team player who can work together with a big team.
• Versatile and adaptive.
• Strong Leadership skills.
• Data-oriented, with advanced-level MS Excel knowledge.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.