Manager, Customer Service

Hunters International Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 85,000; Full time

Job summary

A leading customer service provider in Kuala Lumpur is seeking a Customer Service Manager to oversee and lead the customer service team. The role involves managing operations, addressing customer concerns, and improving service processes to enhance customer satisfaction. Ideal candidates should have team leadership experience and strong analytical skills. This position offers an opportunity to play a critical role in improving overall customer experience.

Qualifications

• Experience in managing customer service teams.
• Strong analytical skills to identify process improvements.
• Excellent communication skills and a customer-centric mindset.

Responsibilities

• Supervise and guide a customer service team.
• Handle escalated customer inquiries and complaints.
• Analyze customer service processes and implement improvements.

Skills

Team Leadership

Customer Interaction

Process Improvement

Performance Metrics

Communication

Budget Management

Job description

Overview

The Customer Service Manager is responsible for overseeing and leading the customer service team, including oversea CS Teams, to ensure exceptional customer experiences. This role involves managing day-to-day operations, addressing customer inquiries and concerns, and fostering a positive and productive work environment within the team. The Customer Service Manager plays a critical role in enhancing the overall customer experience and ensuring the success of the organization through customer satisfaction and loyalty.

Key Responsibilities

Team Leadership

• Supervise and guide a team of customer service representatives, ensuring they adhere to established policies and procedures.
• Provide leadership, motivation, and support to the team to enhance performance and productivity.
• Conduct regular training sessions to keep the team updated on product knowledge and customer service best practices.

Customer Interaction

• Handle escalated customer inquiries, complaints, and feedback to ensure swift and satisfactory resolution.
• Develop and implement strategies to improve overall customer satisfaction and loyalty.
• Monitor customer interactions to identify trends, issues, and areas for improvement.

Process Improvement

• Analyse existing customer service processes and identify opportunities for improvement.
• Implement changes to streamline workflows, reduce response times, and enhance overall efficiency.
• Collaborate with other departments to ensure a seamless and customer-centric experience across all touch points.

Performance Metrics

• Establish and monitor key performance indicators (KPIs) for the customer service team.
• Regularly assess team performance against set metrics and implement corrective measures as needed.
• Prepare and present performance reports to senior management.

Communication

• Maintain open and effective communication channels within the customer service team and across departments.
• Collaborate with Operations, Supply Chain, Marketing, Sales, and Product development teams to stay informed about operations matters, product and promotions updates, and company events/ activities updates.

Customer Feedback Analysis

• Utilize customer feedback and surveys to identify areas for improvement and implement strategies to address concerns.
• Work closely with the Quality Assurance team to ensure service standards are consistently met.

Budget Management

• Assist in budget planning for the customer service department, including resource allocation and technology investments.
• Optimize spending to achieve cost-effectiveness while maintaining service quality.