Supervisor Customer Service

2 weeks ago


Subang Jaya, Selangor, Malaysia DKSH Full time

Location:
Petaling Jaya, MY
Job Summary
Supervise the day-to-day operations of the Customer Service team to ensure smooth and efficient logístical and administrative after-sales support

General Responsibilities

  • Support superior in managing daytoday operating expenditures against operating budgets to ensure efficient usage of resources
  • Execute work processes and standard operating procedures to improve operational efficiency and client/customer service
  • Supervise and coordinate daytoday activities to help the Customer Service representatives in solving problems that affect the service quality and efficiency
  • Monitor employee activity and movement to ensure manpower is fully occupied as scheduled
  • Coordinate and verify information/status with relevant stakeholders to ensure all transactions are processed accurately and timely
  • Communicate/update Customer Service representatives on urgent issues, updates on promotions/campaigns and trade announcements to ensure employees are fully educated
  • Prepare regular/adhoc customer service reports and identify areas for improvement
  • Identify and evaluate key areas/processes to improve upon to increase client and customer satisfaction levels
  • Work closely with internal stakeholders to ensure timely, effective and efficient service to customers
  • Establish and maintain good working relationships with clients/customers

Functional Skills and Knowledge

  • Demonstrate basic knowledge in customer service principles and practices
  • Proven SAP knowledge
  • Proven experience in call center/customer service environments
  • Proven ability in multitasking and prioritizing workload
  • Demonstrate high attention to detail, followthrough and accuracy
  • Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint)
  • Demonstrate fluency in local language and ideally in English, both written and spoken

Education
Diploma/certificate in any field

Work Experience
Minimum three to five years' experience in a similar role

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