Manager - Customer Service Operation

Tribe Business Services Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global customer service organization is seeking a Customer Service Manager in Kuala Lumpur. You will lead international teams, ensuring high service standards, while also monitoring performance metrics. Ideal candidates have at least 3 years in customer service leadership, strong bilingual skills in Chinese and English, and a proactive approach to problem-solving. Opportunities for international travel and exposure to diverse teams make this a promising career move.

Benefits

International travel opportunities

Work-life balance with a 5-day work week

Annual leave entitlement

Qualifications

• At least 3 years of experience in a customer service leadership or supervisory role.
• Excellent communication skills in both Chinese and English.
• Strong leadership and people management skills.

Responsibilities

• Supervise and guide international customer service teams.
• Monitor key metrics and implement process improvements.
• Handle escalations and ensure timely resolution of customer problems.

Skills

Leadership

Communication in Chinese and English

Problem-solving

Team management

Education

Bachelor's degree or equivalent experience

Job description

Are you ready to take your customer service career to the next level? Join a global organization that values leadership, cross-cultural communication, and service excellence. This role offers exciting opportunities for growth, international travel, and the chance to make a real impact on customer satisfaction worldwide.

What you'll be doing?

Lead global teams: Supervise and guide international customer service teams, ensuring consistently high service standards across different cultures.

Drive performance: Monitor key metrics and implement process improvements to enhance overall team efficiency and customer satisfaction.

Resolve complex issues: Handle escalations and ensure timely resolution of customer problems, maintaining a high level of service quality.

Collaborate across borders: Work with global stakeholders to align service standards and improve customer experience across different regions.

Develop talent: Conduct training, coaching, and performance reviews to nurture and grow your team's skills and capabilities.

Innovate and improve: Support new project launches and system enhancements to keep the customer service function at the cutting edge.

Travel and engage: Visit international locations as needed for team management and client engagement, broadening your global perspective.

Who are we looking for?

Customer service leadership: At least 3 years of experience in a customer service leadership or supervisory role, demonstrating your ability to guide and motivate teams.

Multilingual communicator: Excellent communication skills in both Chinese and English are essential, as you'll be working with diverse teams and clients across different cultures.

Educational background: A Bachelor's degree or equivalent experience is preferred, but we value skills and aptitude over formal qualifications.

People-focused leader: Strong leadership and people management skills are crucial for success in this role, as you'll be guiding and developing international teams.

Problem-solving prowess: An analytical, adaptable, and proactive approach to problem-solving is key to thriving in this dynamic global environment.

Global mindset: Willingness to travel internationally is important, as you'll have opportunities to engage with teams and clients around the world.

Industry certification: While not required, possession of a COPC certificate would be an advantage in understanding and implementing best practices in customer operations.

Why you should consider this opportunity?

Our client offers an attractive remuneration package and other benefits, such as:

International travel opportunities for career and personal growth

Exposure to multicultural teams and global projects

Work-life balance with a 5-day work week

Annual leave entitlement

Application questions

Your application will include the following questions:

• What's your expected monthly basic salary?
• Do you have customer service experience?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a customer services manager?
• Which of the following languages are you fluent in?
• How many years of people management experience do you have?
• How many years' experience do you have as a client manager?
• How much notice are you required to give your current employer?