Manager -customer Service

4 months ago


Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:Manager -Customer Service

**Timings**:Rotational Shifts (Permanent)

**Industry**:BPO

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

**Process**:Voice

Key Skills: ecommerce platform Risk Operation- Responsible for Operational Excellence initiatives for the Clients in the E-Com (MOD & CS) and Global
- Payment (Risk Ops & CCO) verticals.- Define and execute value generation roadmaps leading to large meaningful impact to Clients and TP.
- Enhance User experience in the E-Commerce and Global Payments space by continuously improving on

products that are serviced.- Identifying Automation opportunities that can be implemented with full stakeholder buy-in.
- Creating an ongoing pipeline of ideas in the dynamic space of Trust & Safety and Global Payments,

delivering value for the clients.- Proactively identify opportunities, solve problems, and guide operational excellence, site

transformational efforts to implementation.- Develop and provide statistical analysis utilizing control charts to assess process capability.
- Actively drive the development and sharing of best practices, lessons learnt in cross process team

improvements.- Provide LEAN and 6-sigma expertise in problem solving; identify and lead projects with teams.
- Coach, mentor, and work with all colleagues in the execution of multiple projects simultaneously.
- Continuously challenge the status-quo by encouraging innovation and calculated risk taking.
- Serve as a process team SME for Innovation; conduct workshop in instilling the culture of ideation,

innovation, and transformation.- Monitor Process performance to determine key opportunity areas to continuously improve performance

**Requirements**:

- Experience in driving/ participation in driving large transformation and innovative scalable solutions

within the Trust & Safety / Ecommerce Content Moderation / CS / Risk Ops / Payments CE teams.
- Minimum of 4-5 years of experience in leading Business Excellence, Innovation, Transformation in

Business Process Outsourcing.
- Patience, understanding and resilience when managing complex situations and competing priorities.
- Bachelor's degree from recognized university.
- Data visualization experience to provide insights and able to succinctly articulate value.
- Experience with designing experiments, tools, and measures, establishing hypotheses and leading

projects from end to end.

Preferred Requirements
- Experience in Innovating & delivering value in the Trust & Safety / Ecommerce MOD & CS / Risk Ops /

Payments CE space.
- Experience in tool development and deployment in the above space.
- Experienced and certified in Six Sigma - Green Belt / Black Belt Methodology, PMP certification.
- Excellent communication and client management skills, presentation abilities and stakeholder

management.
- Proven ability to work independently.
- Ability to be flexible and work creatively and analytically in a problem-solving environment.
- Creative thinking/innovative mind-set.
- Project delivery - timeline and milestone management, Stakeholder relationship management.
- Ability to engage senior client management on offerings, emerging issues in focus.
- Demonstrated ability to interface with multiple levels of management.



  • Kuala Lumpur, Malaysia Customer Connect Malaysia Full time

    At CCM, we won't forget what makes customers happy, simply because we are customers too. We are obsessively passionate about being a happy customer ourselves to remind us how to treat others the same way. We come to work every day with one simple belief - we too can make a difference for your customers. This is our lifelong goal simply because we love what...

  • Senior Manager

    2 weeks ago


    Kuala Lumpur, Kuala Lumpur, Malaysia Customer Labs Full time

    Sales, Marketing & LeasingWe are seeking a highly skilled and experienced Senior Manager to lead our sales, marketing, and leasing efforts. As a key member of our team, you will be responsible for developing and implementing effective sales and marketing strategies to achieve business objectives and sales targets.Develop and implement sales and marketing...


  • Kuala Lumpur, Malaysia Customer Connect Malaysia Full time

    At CCM, we won't forget what makes customers happy, simply because we are customers too. We are obsessively passionate about being a happy customer ourselves to remind us how to treat others the same way. We come to work every day with one simple belief - we too can make a difference for your customers. This is our lifelong goal simply because we love what...


  • Kuala Lumpur, Malaysia Brandt Business Service Full time

    **Job Brief**: **Responsibilities**: - Setting realistic expectations, resolving fulfilment-related problems and providing support to the customer, ensuring a high level of satisfaction. - Primarily handle inquiries via various channels & platforms about orders, payments, shipping, vouchers, etc. from both seller and buyer through native channels or...


  • Kuala Lumpur, Kuala Lumpur, Malaysia ACCS - ARES Customer Care Solutions GmbH Full time

    About ACCS - ARES Customer Care Solutions GmbHWe are a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over...


  • Kuala Lumpur, Malaysia Elite Advance Service Sdn Bhd Full time

    **Responsibilities**: - Manage and guide the smooth operation of daily customer service tasks, supervise, coach, streamline processes, and conduct standardized evaluations to enhance the efficiency of customer service. Provide clear instructions on complex issues. - Collaborate with the Customer Service QC team to conduct knowledge training, handle...


  • Kuala Lumpur, Malaysia Elite Advance Service Sdn Bhd Full time

    **Roles & Responsibilities:** - Deliver fair outcome to our customers and ensure the quality of service in place. - Actively share customer feedback to internal departments to improve the customer experience. - Actively respond to the feedback received from the social medias. - Work with internal teams to ensure the pre & post service for all products are...


  • Kuala Lumpur, Malaysia Taiwanmania.com International Travel Service Co., Ltd. Full time

    **About KKday** KKday is accelerating the world’s transition to the brand new travel experience. As the largest travel-experience platform in Asia, KKday is committed to integrating and developing an one-stop platform to meet all travellers’ needs. KKday has curated more than 300,000 unique experiences and activities in over 92 countries and 550 cities...

  • Client Service Officer

    3 months ago


    Kuala Lumpur, Malaysia Recruit Express Service Sdn Bhd Full time

    **Essential / Key Duties & Responsibilities**: 1. Answering calls from the Branches, Agents and Customers regarding Unit Trusts. 2. Provide customer service to customer and agents who walk in at the counter. 3. Follow up for incomplete transactions submitted by branches, agents and customers. 4. Handling written enquiries related to agent and...

  • Working Party Manager

    4 months ago


    Kuala Lumpur, Malaysia Airbus Customer Services Sdn Bhd Full time

    1. Ensure airworthiness of the aircraft for the work performed through the WP, sign the Certificate of Release to service and deliver back the aircraft to customers. 2. Participate in the Working Party Preparation with the preparation group (Work scope, Work planning, Resources Doc/Material/Logistic). 3. Allocate tasks to staff according to the competence...


  • Kuala Lumpur, Malaysia Orange Business Full time

    **About the role**: Overall CSM Responsibility To have overall responsibility for Quality of Service and Customer satisfaction for all implemented Orange Business Services in-sourced and outsourced services and solutions on assigned customer(s). (measure service provided against defined Service Level Agreements) To be the Malaysia and International...


  • Kuala Lumpur, Malaysia Golden Destinations by ICE HOLIDAYS Sdn Bhd Full time

    **Responsibility** **1. Customer Service Operations**: - Manage and lead a team of customer service representatives to ensure the timely and effective resolution of customer inquiries, concerns, and feedback. - Develop and implement customer service policies, procedures, and standards to maintain consistency and quality across all interactions. - Monitor...


  • Kuala Lumpur, Malaysia Golden Destinations by ICE HOLIDAYS Sdn Bhd Full time

    **Responsibility** **1. Customer Service Operations**: - Manage and lead a team of customer service representatives to ensure the timely and effective resolution of customer inquiries, concerns, and feedback. - Develop and implement customer service policies, procedures, and standards to maintain consistency and quality across all interactions. - Monitor...


  • Kuala Lumpur, Malaysia Huntsman Full time

    Job Description: Huntsman Global Business Services is now looking for a dynamic individual as a Customer Service Manager. Huntsman Performance Products (HPP) is looking for a Customer Service Manager to join our team in our newly set up Shared Service Office supporting our APAC customers. This individual will lead a Customer Service team and guide the team...


  • Kuala Lumpur, Malaysia JP Associates Full time

    Location: KL Area (Hybrid Working Arrangement) Department: Customer Service Reports to: HQ in Singapore **Job Summary**: We are seeking two experienced Customer Service Managers with a background in contact center and team management, particularly within the insurance industry. You will oversee customer service operations, ensure customer satisfaction,...


  • Kuala Lumpur, Malaysia StashAway Full time

    Customer Services Strategy Management: - Formulate a strategic direction for the Customer Services team that is aligned with StashAway’s business objectives. - The strategic direction should be driven by data insights and deep analysis along with review of new technologies. - Break down the customer services strategy into key initiatives and projects to...


  • Kuala Lumpur, Malaysia Gratitude Inc. Full time

    **Role**:Manager -Customer Service **Timings**:Flexible (Permanent) **Industry**:BPO **Work Mode**:Work from office **Functional Area**:ITES / BPO / Customer Service **Process**:Voice Key Skills: Communication Customer Relations Customer Service Bahasa english Customer Management BPO Voice Process Communication Skills Customer oriented BPO Skills BPO...


  • Kuala Lumpur, Malaysia BID Operations Full time

    At DLS Markets, we aim to provide you with the best trading conditions, powered by both industry-leading - and cutting-edge innovative platforms. Our R&D efforts constantly push the boundaries of liquidity and usability to empower you to benefit from a truly exceptional trading environment._ **Requirements**: **Responsibilities**: - **Team Leadership**: -...


  • Kuala Lumpur, Malaysia DeluxeMaid Full time

    We are a small, fully remote team serving household customers in the US with high end cleaning services. We are rapidly expanding and looking for reliable, positive, and ambitious people to be part of our team. This is a fully remote, full time, work from home role. As a Customer Service Representative, you will be trained in each area of the business and...


  • Kuala Lumpur, Malaysia Prudential plc Full time

    Customer Service, Manager Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the...