Customer Service Manager
Location Kuala LumpurFULL_TIME
Consultant SueLin Lim
Date posted 27 August 2018 2018-08-272018-10-26 new-media-and-internet Menara 3 Petronas Persiaran KLCC Kuala Lumpur 50088 Robert Walters Malaysia
As Customer Service Manager, you will need to provide excellent customer service and keep the department running in an efficient and profitable manner. Your objectives are to increase customer satisfaction, loyalty and retention and to meet their expectations.
About the Customer Service Manager Role:
This key position is based in Kuala Lumpur and reports to the Operations Manager and requires you to take ownership of customers issues and follow problems through to resolution. You will have a team of agents to manage and you are expected to take lead in being the subject matter expert of the company's operating procedures.
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilise assets to achieve qualitative and quantitative targets
To be shortlisted for this role, you will need to have experience as a Manager in a customer service role with a track record in resolving challenging issues. In addition, you will also need to possess strong leadership qualities.
- Excellent knowledge of management methods and techniques, quality assurance, performance improvement analysis
- Working knowledge of customer service management solution, databases and tools (eg. MySQL)
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
This organisation is an internationally well-known one and is currently expanding their footprint across Malaysia rapidly. If you are currently in an international organisation and would like to have a change in environment and impart your training and skills in a different industry, this Customer Service Manager position is for you.
Apply today or email your resume to me at firstname.lastname@example.org. Only shortlisted candidates will be contacted.
Agensi Pekerjaan Robert Walters Sdn Bhd
(formerly known as Robert Walters Sdn Bhd)
Business Registration Number : 729828-T
Licence Number : JTK2125
Agensi Pekerjaan Robert Walters Sdn Bhd (formerly known as Robert Walters Sdn Bhd) Business Registration Number : 729828-T Licence Number : JTK2125