Senior Specialist, Customer Happiness

Zuspresso; Shah Alam; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in customer service is seeking an experienced Senior Customer Support Leader in Shah Alam, Malaysia. This position involves handling customer inquiries, providing team support, and analyzing performance metrics. As a key player, you will ensure compliance with quality standards and propose actionable solutions for continuous improvement. Ideal candidates should have a strong background in customer support and proven leadership abilities.

Qualifications

• Minimum of 3 years in customer support, at least 1 year in a leadership role.
• Strong knowledge of customer service tools and performance analytics.
• Experience managing multiple priorities in fast-paced environments.

Responsibilities

• Handle complex customer inquiries and escalations with professionalism.
• Provide guidance and support to junior team members.
• Track and analyze customer service metrics to identify trends and areas for improvement.

Skills

Problem-solving

Analytical skills

Leadership

Communication skills

Education

Bachelor’s degree/diploma in Business Administration

Tools

Zendesk

Freshdesk

Salesforce

Excel

Lark

Job description

• Handle complex customer inquiries and escalations with professionalism and efficiency.
• Provide guidance and support to junior team members in resolving customer issues.
• Track and analyze customer service metrics (e.g., CSAT, NPS, FRT) to identify trends and areas for improvement.
• Monitor key performance metrics such as Average First Response Time (FRT), Average Resolution Time (RT), Customer Satisfaction (CSAT) scores, Quality Assurance (QA), and other relevant performance indicators.
• Ensure compliance with service level agreements (SLAs) and quality standards.
• Identify gaps in customer support workflows and propose actionable solutions.
• Conduct regular performance reviews, providing constructive feedback and coaching to improve efficiency and effectiveness.
• Maintain and update support documentation and knowledge bases to assist the team.
• Conduct training sessions to upskill team members on best practices and tools.
• Act as a customer advocate by gathering feedback and providing insights to internal teams for continuous improvement.
• Participate in developing customer-focused initiatives and strategies.
• Maintain and update Standard Operating Procedures (SOPs) and FAQs for the Customer Happiness team.
• Ensure accurate and timely reporting of weekly, monthly, and quarterly performance metrics.
• Generate insights and analysis for senior management to inform decision-making.
• Utilize business and data analytics tools (e.g., Excel, Lark) to interpret complex data, generate actionable insights, and develop solutions to enhance service quality.

Job Responsibilities:

• Handle complex customer inquiries and escalations with professionalism and efficiency.
• Provide guidance and support to junior team members in resolving customer issues.
• Track and analyze customer service metrics (e.g., CSAT, NPS, FRT) to identify trends and areas for improvement.
• Monitor key performance metrics such as Avg. First Response Time (FRT), Average Resolution Time (RT), Customer Satisfaction (CSAT) scores, Quality Assurance (QA), and other relevant performance metrics.
• Ensure compliance with service level agreements (SLAs) and quality standards.
• Identify gaps in customer support workflows and propose actionable solutions.
• Conduct regular performance reviews, providing constructive feedback and coaching to improve efficiency and effectiveness.
• Maintain and update support documentation and knowledge bases to assist the team.
• Conduct training sessions to upskill team members on best practices and tools.
• Act as a customer advocate by gathering feedback and providing insights to internal teams for continuous improvement.
• Participate in developing customer-focused initiatives and strategies.
• Maintain and update Standard Operating Procedures (SOPs) and FAQs for the Customer Happiness team.
• Ensure accurate and timely reporting of weekly, monthly, and quarterly performance metrics.
• Generate insights and analysis for senior management to inform decision-making.
• Utilize business and data analytics tools (e.g., Excel, Lark) to interpret complex data, generate actionable insights, and develop solutions to enhance service quality.

Job Requirements:

• Minimum of 3 years in a customer support role, with at least 1 year in a senior or leadership capacity.
• Strong knowledge of customer service tools, CRM software (e.g., Zendesk, Freshdesk, Salesforce), and performance analytics.
• Strong problem-solving, analytical, and communication skills.
• Proven experience managing multiple priorities, meeting deadlines, and thriving in fast-paced environments.
• Proven ability to work cross-functionally and build effective relationships with stakeholders.
• Experience with AI/chatbot tools and knowledge of customer experience best practices.
• Familiarity with data analysis and reporting tools.
• Knowledge of industry trends and competitive customer service practices.
• Excellent communication and interpersonal skills with the team.
• Strong leadership and people management skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Strong problem-solving abilities and a customer-centric mindset.
• Analytical skills with the ability to interpret data and generate actionable insights.
• Strong project management skills, with the ability to prioritize tasks, meet deadlines, and effectively coordinate multiple projects.
• Familiarity with customer support KPIs and performance metrics.
• Understanding of customer service best practices and workflows.
• Bachelor’s degree/diploma in Business Administration, Management, Customer Service, or a related field.
• 3-5 years of experience in customer support or operations.

A Necessity, not a Luxury