Customer Support & Operations Manager

BASS (M) Sdn Bhd; Kuala Lumpur; On-site; MYR 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Customer Support and Operations Manager, where you will lead initiatives to enhance customer satisfaction and streamline support processes for ERP solutions. This role is perfect for someone with a customer-centric mindset and strong leadership skills, looking to make a significant impact in a dynamic environment. With over 7 years of experience in customer support and a solid understanding of ERP systems, you will be instrumental in driving service excellence and fostering a positive work culture. If you thrive in fast-paced settings and are eager to take your career to the next level, this opportunity is for you.

Qualifications

• 7+ years of experience in customer support, with 3-5 years in a managerial role.
• Strong knowledge of ERP systems and business processes.

Responsibilities

• Develop and execute strategies to enhance customer satisfaction.
• Lead customer support operations for ERP solutions.

Skills

Customer-centric mindset

Leadership

Problem-solving

Communication skills

Technical acumen

Process-oriented

Education

Bachelor's degree in IT, Business, or related field

Tools

Zendesk

Freshdesk

Job description

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We are looking for a qualified professional Customer Support and Operations Manager who has the passion to lead customer support operations for our ERP solutions. The role involves developing and executing strategies to enhance customer satisfaction, streamline support processes, and ensure efficient customer resolutions. The ideal candidate will possess strong leadership, problem-solving, and customer support skills. If you are interested in exploring and expanding your career with BASS, we encourage you to consider this opportunity.

What should you have?

• Customer-centric mindset: Prioritizes customer satisfaction, understands user pain points, handles SLA, difficult situations, customer complaints, and is committed to service excellence.
• Strong leadership & team management: Thrives in fast-paced environments, effectively leads diverse, global teams, and fosters a positive work culture.
• Problem-solving, critical thinking, and technical acumen: Strong understanding of ERP solutions and integrations, quickly analyzes issues, and implements efficient solutions.
• Communication & interpersonal skills: Able to interact professionally with customers, stakeholders, and teams across different cultures.
• Proactive & process-oriented: Continuously seeks ways to improve support processes and reduce issue resolution time.

What do you need to qualify?

• Bachelor's degree in IT, Business, or a related field.
• 7+ years of experience in customer support, with at least 3-5 years in a managerial role.
• Strong knowledge of ERP systems and business processes.
• Excellent leadership, communication, and problem-solving skills.
• Experience with customer support tools like Zendesk, Freshdesk, or similar platforms.
• Ability to work under pressure and handle high-priority escalations effectively.

If the above interests you, you are most welcome to apply online.

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Your application will include the following questions:

• How many years' experience do you have as a manager / team lead? Do you have customer service experience?

Computer Software & Networking 51-100 employees

Founded in 1997, BASS is a leading provider of fleet management software for ship owners, ship managers, and operators of rigs, FPSOs, and offshore units worldwide. More than 100 customers—including many of the world’s leading shipping and offshore support companies—use BASSnetTM Fleet Management Systems on over 1500 vessels globally to ensure regulatory compliance and improve management of assets, operations, and human resources. BASS has operations, sales offices, and support centers in Norway, Germany, Cyprus, Hong Kong, and Malaysia.

Website: www.BASSnet.no

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