Customer Service Manager

1 week ago


Hulu Kelang, Malaysia Goodnite Rooms Full time

Posted 6 days ago
• Closing 20 Feb 2025

Job Responsibilities:
  • Collect, analyze, and report on quality metrics to identify trends and areas for improvement.
  • Prepare and present quality performance reports to management.
  • Lead and facilitate continuous improvement initiatives to enhance product quality and operational efficiency.
  • Collaborate with cross-functional teams to implement best practices.
  • Coordinate internal and external audits to assess compliance with the QMS.
  • Prepare audit reports and follow up on corrective actions as needed.
  • Develop, implement, and maintain the QMS in accordance with ISO standards and other relevant regulations.
  • Ensure that quality objectives are established and aligned with organizational goals.
  • Handle and close out pending cases on the Complaint System in a timely manner.
  • Coordinate with other departments in solving customer complaints.
  • Translate chat on various complaint groups and inform the department accordingly.
  • Respond to incoming complaint emails in the Customer Service mailbox in a timely manner.
  • Seek approval from the Group Managing Director on special complaint cases.
  • Calculate repair charges based on the standard rates set by the company.
  • Seek repair charges from the Costing Department on non-standard rates.
  • Issue Sales Orders for repair charges and exchanges.
  • Observe the KPI set by the Group Managing Director.
  • Undertake ad-hoc duties as assigned.
Minimum Qualifications:
  • Bachelor's degree in a relevant field (e.g., Engineering, Quality Assurance, Business).
  • Minimum 3-5 years of experience in quality management or related roles.
  • Experience with quality standards (e.g., ISO 9001) and quality tools (e.g., Six Sigma, Lean).
  • Proficient in Mandarin, English, and Bahasa Malaysia (Mandarin speaker is preferable).
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work collaboratively in a team environment.
  • Proficient in quality management software and data analysis tools.
  • Certification in quality management (e.g., ASQ Certified Quality Auditor, ISO 9001 Lead Auditor) is preferred.
  • Stay informed about industry regulations and standards to ensure ongoing compliance.
Benefits:
  • Bonus
  • Annual Salary Increment
  • Medical Benefits
  • Training Provided
  • Company Incentive Trip
  • Leave (Annual, Sick, Hospitalization, Maternity, Paternity)
  • Staff Purchase Discount

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