Customer Service Director

1 week ago


Subang Jaya, Selangor, Malaysia JAC Malaysia Full time

Location:

  • Petaling Jaya
  • Specialisation:
  • Business Process Outsourcing & Global Business Service
  • Salary:
  • MYR 240, ,000 (Annual)
  • Reference:
  • PR/ Contact details:
  • Ailina Khalid
  • Job published:


July 05, :28
  • A rapidly growing Logistics Shared Services in the heart of Selangor is looking for a business minded Customer Service Director to be part of their team. You will be a key part of helping the business to identify challenges to growth as it expands market share in Malaysia and Southeast Asia.

Responsibilities:

  • Manage and oversee the Customer Service department's performance, ensuring compliance with company guidelines and high customer satisfaction.
  • Foster a "Customer Service Culture" to enhance service quality and improve customer satisfaction.
  • Develop and implement initiatives to improve customer service, removing obstacles and aligning with company standards.
  • Monitor and enforce department standards, measures, and key performance indicators (KPIs) to achieve consistent improvement.
  • Coach and develop department managers and staff, conducting regular performance reviews.
  • Handle resolution of highlevel concerns and build partnerships within the organization.
  • Drive operational efficiencies in Customer Service processes.
  • Set targets and goals for individual departments within Customer Service.

Key Requirements:

  • Extensive experience in liner shipping or freight forwarding would be an added advantage.
  • Preferably, background and responsibility in Customer Service/Call centre environment.
  • Strong business focus and the ability to align with company's strategies.
  • Analytical and proactive approach to work, with assertiveness.
  • Excellent leadership and managerial skills, capable of motivating and developing teams.
  • Minimum 510 years of experience leading teams of over 20 members.
  • Resultsdriven mindset, consistently achieving and exceeding targets.


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