Head of Customer Service

1 month ago


Malaysia Classy Wheeler Limited Full time

Head of Customer Service (IT & Telecom) - IC

Client Description

Leading IT & Telecom solutions company

Job Description


• Lead a team to deliver quality customer service and initiate business opportunities for potential customers

• Lead Customer Service team for complaint handling and formulate solution of complaint case settlement and suggest service improvement action

• To manage and continually improve the customer service experience

• Champion the Customer Service Department and achieve the committed phone performance pledges as well as increase the customer experience level

• Monitor the performance of hotlines and to review and update the procedures for both inbound and outbound customer service teams

• Experience in formulating customer service policies, guidelines & SOPs with write-up of templates & scripts

Job Requirements


• Degree holder or above in Business Administration, Marketing or related disciplines

• Over 10 years of solid experience in consumer service including call centre with at least 8 years in managerial level

• Good interpersonal, communication and negotiation skills with a proven ability to communicate effectively and confidently at all levels

• Good command of both spoken and written English and Chinese (Putonghua)

• Proficiency in Microsoft Office including Excel, Outlook, PowerPoint and Word

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