Customer Service Manager/ Assistant Manager
2 weeks ago
**Responsibility**:
1. Monitoring customer service and consultants on following up with sales and leads generated via exhibitions, retail outlet, walk-in/ call-in inquiry and e-Shop.
2. Allocate workload and job segregation to each of the teammates.
3. Perform group lead responsibility: communicate business information to the team, coordinate cross-coverage during employee absences, help the team resolve customer supply issues and ensure job instructions are consistently followed.
4. Coordinate the team members’ efforts in addressing supply issues to ensure customer satisfaction.
5. Responsible in monitoring customer service handling customer complaints & problem-solving.
6. Initiate training development plan and organize necessary skills for all customer service.
7. Set and monitor service quality objectives and process improvement. Drive the team’s efforts to implement.
8. Review a weekly and monthly reporting on departmental performance Sales KPI (up-sales).
9. Lead the team members to manage back-order against customers’ deliveries to ensure no backlog and failed delivery.
10. Ensuring code of conduct and proper adherence to documentation procedures in relation to daily operations.
11. Develop order processing and other customer service team procedure in details to ensure knowledge capture on order processing.
12. Set and evaluate Performance Appraisal to customer service.
13. The Customer Service department is required to co-operate with Marketing, Retail, Warehouse & Logistics, Technical, and Accounts department daily, Customer Service Manager required to make sure company policy and regulation are always followed.
14. Make sure SOP is in place for customers.
**Requirements**:
1. Minimum of 5 years of working experience, experience in the industry of Home Products and Electrical Appliances is preferred.
3. Good oral and written skills in English, Mandarin, and Bahasa Malaysia.
4. Required skill(s): MS Excel, MS Office, MS PowerPoint, and MS Word.
5. Possess own car transport.
6. Demonstrate strengths in leadership, interpersonal, and organizational skills.
7. Cheerful outlook and confident collaborator.
**Job Types**: Full-time, Permanent
Pay: RM4,500.00 - RM7,000.00 per month
**Benefits**:
- Free parking
- Maternity leave
- Opportunities for promotion
- Professional development
Schedule:
- Day shift
- Fixed shift
- Weekend jobs
Supplemental pay types:
- Yearly bonus
Ability to commute/relocate:
- Petaling Jaya: Reliably commute or planning to relocate before starting work (preferred)
Application Question(s):
- How many years of working experience in Home Products and Electrical Appliances industry? If got, how many years and which company?
- How many month(s) of notice? When can start work?
- What makes you think you are the good fit for this position?
**Experience**:
- Customer support: 5 years (preferred)
- Leadership: 5 years (preferred)
- Organizational skills: 5 years (preferred)
**Language**:
- Mandarin (preferred)
- Cantonese (preferred)
**Location**:
- Petaling Jaya (preferred)
Expected Start Date: 06/14/2024
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