Supervisor Customer Service

2 weeks ago


Petaling Jaya, Malaysia DKSH Full time

**Location**:Petaling Jaya, MY**Job Summary**
Supervise the day-to-day operations of the Customer Service team to ensure smooth and efficient logístical and administrative after-sales support

**General Responsibilities**
- Support superior in managing day-to-day operating expenditures against operating budgets to ensure efficient usage of resources
- Execute work processes and standard operating procedures to improve operational efficiency and client/customer service
- Supervise and coordinate day-to-day activities to help the Customer Service representatives in solving problems that affect the service quality and efficiency
- Monitor employee activity and movement to ensure manpower is fully occupied as scheduled
- Coordinate and verify information/status with relevant stakeholders to ensure all transactions are processed accurately and timely
- Communicate/update Customer Service representatives on urgent issues, updates on promotions/campaigns and trade announcements to ensure employees are fully educated
- Prepare regular/ad-hoc customer service reports and identify areas for improvement
- Identify and evaluate key areas/processes to improve upon to increase client and customer satisfaction levels
- Work closely with internal stakeholders to ensure timely, effective and efficient service to customers
- Establish and maintain good working relationships with clients/customers

**Functional Skills and Knowledge**
- Demonstrate basic knowledge in customer service principles and practices
- Proven SAP knowledge
- Proven experience in call center/customer service environments
- Proven ability in multi-tasking and prioritizing workload
- Demonstrate high attention to detail, follow-through and accuracy
- Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint)
- Demonstrate fluency in local language and ideally in English, both written and spoken

**Education**
Diploma/certificate in any field

**Work Experience**
Minimum three to five years’ experience in a similar role



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