Customer Service Manager (FMCG/ Global Brand)

TIMESCONSULT; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in Malaysia is seeking a Customer Service Manager to oversee customer service operations and lead the team towards achieving high levels of customer satisfaction. The role involves managing day-to-day operations, resolving customer issues, and implementing strategies to enhance service quality. Candidates should have a Bachelor's degree and at least 8 years of experience in customer service management, preferably in the FMCG sector.

Qualifications

• Minimum of 8 years of experience in a customer service management role, preferably in FMCG.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.

Responsibilities

• Lead, coach, and motivate the customer service team to achieve performance targets.
• Handle escalated customer inquiries and complaints, ensuring timely resolution.
• Monitor and analyze key performance indicators (KPIs) for improvement.

Skills

Leadership

Communication

Problem Solving

Conflict Resolution

Data Analysis

Education

Bachelor’s degree in Business Administration, Communications, or related field

Tools

CRM systems

SAP

Sales Force Apps

Job description

Job Description:

The Customer Service Manager will be responsible for overseeing all aspects of customer

service operations and leading our customer service team to ensure the highest levels of

customer satisfaction and experiences. This role involves managing day-to-day operations, resolving customer issues, and implementing strategies to enhance internal and external customer satisfaction for both Domestic and Export division.

Key Responsibilities:

Team Leadership:

• Lead, coach, and motivate the customer service team to achieve performance targets and provide outstanding customer support.
• Schedule and assign tasks, set performance goals, and conduct regular performance evaluations.

Customer Relations:

• Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
• Build and maintain positive relationships with customers to enhance their overall experience.
• Oversee on global tools i.e SAP & Sales Force Apps creation and maintenance of master data and pricing. (SAP S4 Hana, SFA etc...)

Process Improvement:

• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement changes.
• Analyze customer service processes and workflows to identify areas for improvement.
• Develop and implement strategies to streamline operations and increase efficiency.
• Identify & implement strategies to improve quality of service, productivity and profitability
• Proactiveness and initiative to review on improvement of processes.

Training and Development:

• Provide training and development opportunities to enhance the skills and knowledge of the customer service team.
• Ensure team members are well-informed about company products, policies, and procedures.

Performance Metrics:

• Monitor and report on key performance metrics, such as response times, customer satisfaction scores, and resolution rates.
• Take corrective actions as needed to meet or exceed performance targets.

Cross-Functional Collaboration:

• Collaborate with other departments (e.g., Sales, Marketing, Product Development) to improve customer experience and resolve interdepartmental issues.
• Contribute to the development of customer-focused strategies and initiatives.
• Provide feedback to the company regarding customer concerns and potential product improvements.

Job Requirements:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum of 8 years of experience in a customer service management role, preferably in a FMCG environment.
• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Proficiency in customer service software and CRM systems.
• Ability to analyze data and make informed decisions.
• Exceptional problem-solving and conflict resolution skills.