Customer Service Manager

Protalent Malaysia; Kulim; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a Customer Service Manager to lead their team in delivering exceptional service. This role involves overseeing daily operations, managing escalated customer issues, and collaborating with internal departments to enhance the customer experience. The ideal candidate will have a strong background in customer service management within the manufacturing sector, excellent communication skills, and the ability to handle high-pressure situations. If you are passionate about driving customer satisfaction and improving service efficiency, this opportunity is perfect for you.

Qualifications

• 7-8 years of experience in customer service management in the manufacturing industry.
• Ability to communicate in Mandarin for clientele from the China market.

Responsibilities

• Oversee daily customer service functions in line with company policies.
• Lead the customer service team to address inquiries and resolve issues.

Skills

Interpersonal Skills

Time Management

Communication Skills

Problem-Solving

Customer Support Experience

Education

Master’s Degree in Engineering

Bachelor’s Degree in IT

Bachelor’s Degree in Business Administration

Bachelor’s Degree in Supply Chain

Tools

MS Office

Power BI

SAP

Job description

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Our client is a leading manufacturer of high-quality interconnect solutions, including cables, wires, harnesses, and connectors. Their ISO-certified facilities leverage powerful local labor resources to deliver tailored customer service and innovative solutions across various industries.

Position Requirements:

• Master’s/Bachelor’s Degree in Engineering, IT, Business Administration, or Supply Chain.
• Proficiency in MS Office, Power BI, and SAP.
• Excellent interpersonal skills, self-initiative, and the ability to multi-task, prioritize, and manage time effectively.
• Strong communication and presentation skills.
• Proven customer support experience or experience as a Customer Service Representative in a management position (minimum 7-8 years in the manufacturing industry).
• Ability to communicate in Mandarin is a must to be able to handle clientele from China market.

Position Responsibilities:

• Oversee and execute daily customer service functions in line with company policies and procedures.
• Lead the customer service team to proactively address customer inquiries, ensuring prompt and effective resolutions.
• Manage and resolve escalated customer issues, particularly those impacting shipments, while implementing preventive measures.
• Collaborate with internal departments to streamline processes and enhance the customer experience.
• Develop and implement strategies to improve customer service efficiency and effectiveness.
• Provide guidance, training, and support to the customer service team, ensuring continuous skill development.
• Monitor and analyze customer service performance metrics, identifying areas for improvement.
• Handle high volumes of escalations with a problem-solving mindset, maintaining composure under pressure.
• Drive customer satisfaction initiatives and ensure alignment with business objectives.

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a customer services manager?
• Do you have customer service experience?
• Which of the following languages are you fluent in?

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