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Assistant Manager Customer Service

1 month ago

Subang Jaya, Selangor, Malaysia Bactiguard Full time

The Assistant Manager, Customer Service will be responsible for ensuring exceptional customer service experiences by leading and managing customer interactions. This role requires a proactive individual who can handle complex queries, resolve customer issues, and oversee daily operations. Additionally, the Assistant Manager will contribute to process improvements and support the development of customer service strategies to enhance overall efficiency and satisfaction.

Job Role

Customer Service & Support

  • Handle customer inquiries, complaints, and issues related to products, services, and logistics, ensuring prompt and professional responses.

  • Act as a point of escalation for complex customer service and logistics issues, resolving challenges effectively to ensure customer satisfaction.

  • Gather customer feedback, monitor satisfaction levels, and recommend improvements in products, services, and logistics processes.

  • Assist in training and mentoring customer service staff to equip them with the skills necessary to deliver excellent service.

Logistics & Order Management

  • Monitor the status of customer orders, deliveries, and shipments to ensure timely and accurate delivery.

  • Coordinate with the logistics team to manage shipments, returns, and exchanges efficiently.

  • Maintain accurate inventory records and ensure clear communication between customer service and logistics teams regarding stock availability and delivery timelines.

  • Work closely with the warehouse to keep customers informed about shipping statuses, potential delays, or delivery issues.

Cross-Departmental Collaboration & Process Improvement

  • Collaborate with both the customer service and logistics teams to ensure seamless order fulfillment, delivery, and post-delivery service.

  • Identify inefficiencies or challenges within logistics and customer service operations, suggesting and implementing process improvements.

  • Assist in tracking and analyzing customer service and logistics performance metrics such as delivery times, customer satisfaction, and complaint resolution.

  • Monitor key performance indicators (KPIs), including response times, resolution rates, order accuracy, and delivery lead times, ensuring both teams meet their targets.

Compliance & Documentation

  • Ensure customer service and logistics operations comply with company policies, industry standards, and legal requirements.

  • Maintain high-quality service standards across both departments.

  • Manage shipment records, inventory tracking, and related documentation to ensure accuracy and compliance.

  • Address issues or discrepancies in orders, shipping, and returns by coordinating with customer service and logistics teams to find timely solutions.

Education and Experience

  • Bachelor's degree in business, Management, or a related field (preferred).

  • 5+ years of experience in customer service and logistics coordination, ideally with exposure to both areas.

  • Strong understanding of logistics, supply chain management, and customer service best practices.

Essential Skills

  • Leadership & Team Management: Ability to lead and motivate customer service staff while effectively collaborating with logistics teams.

  • Communication Skills: Strong verbal and written communication skills for handling customer inquiries and internal coordination.

  • Problem-Solving & Critical Thinking: Ability to resolve escalated customer and logistics issues efficiently.

  • Organizational & Time Management: Excellent ability to prioritize tasks and handle multiple projects in a fast-paced, deadline-driven environment.

  • Technical Proficiency: Familiarity with customer service software, logistics management tools, ERP systems, and Microsoft Office.

How do your skills match this job?

Your application will include the following questions:

  • What's your expected monthly basic salary?
  • Which of the following types of qualifications do you have?
  • How many years' experience do you have as a customer services manager?
  • Which of the following Microsoft Office products are you experienced with?
  • How many years' experience do you have in supply chain management (SCM)?
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