Assistant Manager

2 weeks ago


Kuala Lumpur, Malaysia GOIP 365 BIZ SDN BHD Full time

**Job Brief**

In this position, the individual is tasked with supervising Customer Service Executives and Team Leaders to ensure the provision of exceptional customer service. The Assistant Manager is also responsible for identifying bottlenecks, suggesting improvements, and optimizing operations to enhance efficiency. Furthermore, He/She are responsible for maintaining project health by monitoring essential metrics, addressing deviations, and implementing corrective measures when required.

**Key Accountabilities**
- Oversee daily customer service center operations and focus on enhancing performance.
- Advocate for change strategies and assist others in adapting positively to changes.
- Supervise customer service center performance using diverse statistical and reporting methods.
- Analyze trends from customer data, issues, inquiries, and utilize these insights to suggest improvements in service quality and minimize repeat contacts.
- Establish effective communication across all levels within the organization.
- Shape customer perceptions and cultivate robust relationships throughout the company.
- Provides structured and TIMELY recommendations through verbal and/or written feedback to Department Head or Manager.

**Key Competencies**

**People**
- Manages subordinates and is responsible with clear direction.
- Co-ordination and planning, assigning and directing work.
- Studies and standardizes procedures to improve efficiency of subordinates.
- Maintains harmony among workers and resolves grievances.
- Prepares composite reports from individual reports by subordinates.

**Professional/ Technical**
- Proficiency in composing reports, business correspondence, and procedure manuals.
- Skill in resolving practical issues and handling diverse scenarios with limited standardization.
- Capability to interpret various instructions presented in written, oral, diagrammatic, or scheduled formats.

**Customer**
- Proficiency in conveying information effectively and addressing inquiries from diverse audiences, including managers, clients, customers, vendor etc
- Provides responses to inquiries and suggests appropriate services to resolve customer complaints.

**Qualifications & Skills**
- Completion of high school education, attainment of a general education degree, or an equivalent qualification.
- Exceptional proficiency in both spoken and written English and Mandarin.
- Demonstrated self-motivation and outstanding communication abilities.
- Competent in the use of Microsoft Word, Excel, PowerPoint and CRM System.
- Prior experience in customer service or technical support roles.
- A minimum of two years of experience in supervising a substantial customer service team.
- Proficient with Microsoft Word, Excel, and PowerPoint.
- Willing to standby on shift 24/7
- Proficiency in customer service in Chinese (中文)

**Salary**: RM1,504.58 - RM5,191.56 per month

Schedule:

- Monday to Friday

**Education**:

- STM/STPM (preferred)

**Experience**:

- Customer Care Specialist: 2 years (preferred)

**Language**:

- Mandarin (preferred)
- English (preferred)

Ability to Commute:

- Kuala Lumpur (required)

Ability to Relocate:

- Kuala Lumpur: Relocate before starting work (required)


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