Operation cum Customer Service Manager

- Supervise and manage the day-to-day operations of the customer service team, ensuring efficient handling of inquiries via phone, email, and chat.

- Provide accurate and timely information about company products and services to customers.

- Handle escalated customer complaints and issues, ensuring prompt and effective resolutions.

- Liaise with relevant departments to address and resolve customer concerns when necessary.

- Conduct regular follow-ups with customers to confirm that issues have been resolved satisfactorily.

- Prepare and present reports on customer service metrics, feedback trends, and team performance.

- Identify recurring issues and collaborate with relevant departments to improve workflows and service delivery.

- Identify operational issues and propose effective solutions to the management team.

- Any other duties from time to time assigned by the Superior and the management.

Requirements:

- Min Diploma in Business Management, or related field.

- 3-5 years in customer service with at least 2 years in a leadership role.

- Proven leadership skills with a focus on team-building, coaching, and driving results.

- Excellent communication and problem-solving skills.

- Able to make decisions under pressure.

- Fluent in English, Bahasa and Chinese (preferred is an added advantage).