Customer Service Manager

LINKTRIX Consultants, Asia Pacific; Seberang Perai; On-site; MYR 50,000 - 90,000; Full time

Job summary

An established industry player is looking for a dynamic Customer Service Manager to lead their team in delivering exceptional service. In this role, you will oversee daily operations, manage escalated issues, and implement strategies to enhance efficiency. Your leadership will be crucial in developing a skilled team and driving customer satisfaction initiatives. If you are passionate about customer service and thrive in a fast-paced environment, this opportunity offers a chance to make a significant impact within a multinational company dedicated to excellence.

Qualifications

• 7+ years of experience in customer service with at least 2 years in management.
• Strong proficiency in MS Office and SAP for effective operations.

Responsibilities

• Lead the customer service team to enhance customer satisfaction and resolve issues.
• Monitor performance metrics and implement strategies for improvement.

Skills

Customer Service Management

Problem-Solving

Interpersonal Skills

Communication Skills

Time Management

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

My client is a multinational company specializing in cable solutions and is currently seeking a dynamic and customer-focused professional to join their team.

Responsibilities

• Oversee and execute daily customer service functions in line with company policies and procedures.
• Lead the CS 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 customer experience.
• Develop and implement strategies to improve customer service efficiency and effectiveness.
• Provide guidance, training, and support to the CS 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.

Qualifications

• Master's/Bachelor's Degree in Engineering, IT, Business Administration, or Supply Chain.
• Minimum 7 years of experience in customer service, with at least 2 years in people management.
• Proficiency in MS Office, Power BI, SAP.
• Good interpersonal skills and self-initiative.
• Ability to multi-task, prioritize, and manage time effectively.
• Excellent communication and presentation skills.
• Proven customer support experience or experience as a Customer Service Representative for management.