Customer Service jobs in Malaysia
Customer Service Manager
Hunters International Sdn Bhd
Assistant Manager – Customer Service
SmartHire by SEEK
Customer Experience Specialist - English (Kuala Lumpur)
Agoda
Customer service - Chinese speaker
LESTARS MANAGEMENT CONSULTANCY
Customer Service Team Leader
EQUILOGICS
Discover more opportunities than anywhere else. Find more jobs nowCustomer Experience Manager: Team Lead & Process Optimizer
Hunters International Sdn Bhd
Manager, Operations & Customer Service (Klang Valley/ East Coast/ Perak / Sabah)
Hong Leong Bank Berhad
Head of Customer Service
Private Advertiser
Connect with headhunters to apply for similar jobsSenior Telco Retail Sales Consultant
Private Advertiser
Remote Customer Service Representative (Fluent in English & Chinese)
LESTARS MANAGEMENT CONSULTANCY
Group Customer Development Manager
FrieslandCampina
Customer Service Specialist
SummitNext Technologies Sdn Bhd
T&T Consultant - Sales & Service (Genesys) - MY
Deloitte PLT
Service & Operations Executive - Butterworth
Alliance Bank Malaysia Berhad
Senior Customer Operations Executive
FatHopes Energy Sdn Bhd
Store Manager l Retail l ZARA KLCC
Al-Futtaim
Assistant Outlet Manager - All Day Dining
Hilton Worldwide, Inc.
Senior Analyst, Customer Service Efficiency
OKX
Customer Service Representative
AFFIN Group
Mandarin Speaking Customer Success Specialist (WFH)
TP
Assistant Operations Manager (4PL)
Monroe Consulting Group
AM, Customer Service Representative (Japanese Speaker)
Daimler Trucks North America LLC
Customer Service Manager
Job summary
A leading customer service solutions provider in Kuala Lumpur seeks a Customer Service Manager to oversee and lead the customer service team. This role focuses on enhancing customer satisfaction, managing team performance, and optimizing service processes. Ideal candidates should have proven management experience and strong leadership capabilities. The position offers an opportunity to contribute significantly to the organization's success through excellent customer service.
Qualifications
- Proven experience in customer service management.
- Strong leadership and team management skills.
- Ability to analyze performance metrics and implement improvements.
Responsibilities
- Oversee and lead the customer service team.
- Handle escalated customer inquiries and complaints.
- Analyze customer service processes for improvement.
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.
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.
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.
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.
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.
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 & promotions updates and company events/ activities updates.
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.
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.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.