Customer Service Manager

NCT Group of Companies; Subang Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Manager to lead and manage a dedicated team focused on enhancing customer satisfaction. In this pivotal role, you will develop and implement strategies to address customer feedback, oversee operational matters, and ensure effective defect management. You will be responsible for training and mentoring team members, maintaining strong relationships with stakeholders, and implementing technology solutions to streamline processes. If you are passionate about customer service and ready to take on new challenges, this opportunity is perfect for you.

Qualifications

• Minimum 7 years in Customer Services role.
• Strong decision-making and excellent communication skills.

Responsibilities

• Leading the customer service team to enhance customer satisfaction.
• Handling escalated defect-related concerns and ensuring effective resolution.

Skills

Decision Making

Excellent Communication

Adaptability

Strategic Thinking

Problem Solving

Leadership

Emotional Intelligence

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communication

Tools

CRM Systems

Defect Management Systems

Ticketing Systems

Job description

Leading and managing the customer service team to provide prompt and efficient responses to customer feedback.

Developing and implementing strategies to enhance customer satisfaction.

Oversee frontline operational matters and defect management monitoring, reporting and recording, updating the common defect issues, progress and case closure status on monthly basis.

Developing and implementing defect management policies and procedures to improve resolution timelines and customer satisfaction.

Handling escalated defect-related concerns, complaints, and disputes to ensure effective resolution.

Coordinating with relevant department to ensure seamless defect rectification and resolve disputes related to contracts, defects and delays.

Monitoring and analyzing defect reports and customer feedback to improve defect handling efficiency and service quality.

Training and mentoring customer service representatives on defect resolution procedures, communication, and professionalism.

Maintaining strong relationships with customers, internal stakeholders, contractors, and suppliers to ensure smooth defect rectification processes.

Implementing technology solutions such as defect management systems, CRM, and ticketing systems to streamline defect tracking and resolution.

Managing emergency response procedures for critical defect issues that affect customer safety and product/service quality.

Preparing and presenting reports on defect trends, resolutions, and improvements to superior.

Qualifications

Bachelor's degree in Business Administration, Communication, or a related field.

Minimum 7 years in Customer Services role.

Strong decision making, Excellent communication skills, High adaptability and resilience in facing challenges.

Strategic thinking & problem solving, Leadership, Adaptability & Emotional Intelligence.

How do your skills match this job?

How do your skills match this job?

Sign in and update your profile to get insights.

Your application will include the following questions:

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?

It has been 35 years since NCT Group of companies set forth on its path in entrepreneurship. It started from scratch in the tiling business and steadily gained experience and strength in the industry through collaborations with prominent developers.

After years of honing its expertise in the construction industry, NCT made its way to the top echelon of the property development sector through the rehabilitation of Malaysia’s biggest abandoned housing development.

Guided by passion and resilience, NCT constantly redefines innovation by incorporating creativity into its project and serving the best solutions to its esteemed clients. The Group proved this sentiment with the introduction of NCT 2030. NCT 2030 is a brand new vision statement of NCT Group of companies. From humble beginnings, our journey in Malaysia has grown rapidly and expanded into diverse industries and beyond local shores.

In line with the continuous growth and expansion of business, we are invited and seek dynamic suitable candidates to take the challenge and build their careers with us.

It has been 35 years since NCT Group of companies set forth on its path in entrepreneurship. It started from scratch in the tiling business and steadily gained experience and strength in the industry through collaborations with prominent developers.

After years of honing its expertise in the construction industry, NCT made its way to the top echelon of the property development sector through the rehabilitation of Malaysia’s biggest abandoned housing development.

Guided by passion and resilience, NCT constantly redefines innovation by incorporating creativity into its project and serving the best solutions to its esteemed clients. The Group proved this sentiment with the introduction of NCT 2030. NCT 2030 is a brand new vision statement of NCT Group of companies. From humble beginnings, our journey in Malaysia has grown rapidly and expanded into diverse industries and beyond local shores.

In line with the continuous growth and expansion of business, we are invited and seek dynamic suitable candidates to take the challenge and build their careers with us.

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.

What can I earn as a Customer Service Manager