Head of Customer Service

Monee; Kampung Malaysia Tambahan; On-site; MYR 120,000 - 180,000; Full time

Job summary

Monee in Malaysia is seeking an experienced Customer Service Manager to lead and develop a high-performing team across channels. You will design policies, monitor performance metrics, and drive initiatives to improve customer satisfaction and retention while aligning with company goals.

The ideal candidate has 6+ years in customer service management, strong leadership and communication skills, and proficiency with CRM software.

Qualifications

• Bachelor's degree in Business Administration, Communications, or related field.
• Minimum of 6 years of experience in customer service management.
• Strong leadership and communication skills.
• Excellent problem-solving and analytical skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Proficiency in customer service software and applications.
• Ability to motivate and manage a team effectively.

Responsibilities

• Manage and supervise the customer service teams to ensure excellent service.
• Develop and implement customer service policies and procedures to improve the overall customer experience.
• Monitor customer service metrics and identify areas for improvement. Develop and execute plans to improve customer satisfaction and retention.
• Train and coach the customer service team on best practices and effective communication skills.
• Work closely with other departments to ensure customer issues are resolved quickly and efficiently.
• Conduct regular performance evaluations and provide feedback to the customer service team.
• Develop and maintain a positive and collaborative work environment for the customer service team.
• Analyze day to day operations and project required headcounts to ensure all SLAs and KPIs are met.
• Work on ad-hoc tasks requested by the Reporting Manager.

Skills

Leadership

Communication

Problem-solving

Analytical skills

Multi-tasking

CRM software

Education

Bachelor's degree in Business Administration

Tools

CRM software

Ticketing systems

Job description

• Manage and supervise the customer service teams to ensure they provide excellent customer service to all customers.
• Develop and implement customer service policies and procedures to improve the overall customer experience.
• Monitor customer service metrics and identify areas for improvement. Develop and execute plans to improve customer satisfaction and retention.
• Train and coach the customer service team on best practices and effective communication skills.
• Work closely with other departments to ensure customer issues are resolved quickly and efficiently.
• Conduct regular performance evaluations and provide feedback to the customer service team.
• Develop and maintain a positive and collaborative work environment for the customer service team.
• Analyze day to day operations and project required headcounts to ensure all SLAs and KPIs are met.
• Work on ad-hoc tasks requested by the Reporting Manager.
  

Job Description

• Manage and supervise the customer service teams to ensure they provide excellent customer service to all customers.
• Develop and implement customer service policies and procedures to improve the overall customer experience.
• Monitor customer service metrics and identify areas for improvement. Develop and execute plans to improve customer satisfaction and retention.
• Train and coach the customer service team on best practices and effective communication skills.
• Work closely with other departments to ensure customer issues are resolved quickly and efficiently.
• Conduct regular performance evaluations and provide feedback to the customer service team.
• Develop and maintain a positive and collaborative work environment for the customer service team.
• Analyze day to day operations and project required headcounts to ensure all SLAs and KPIs are met.
• Work on ad-hoc tasks requested by the Reporting Manager.
  

Requirements

• Bachelor's degree in Business Administration, Communications, or related field.
• Minimum of 6 years of experience in customer service management.
• Strong leadership and communication skills.
• Excellent problem-solving and analytical skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Proficiency in customer service software and applications.
• Ability to motivate and manage a team effectively.