Customer Service Assistant Manager

4 weeks ago


Kuala Lumpur, Malaysia Trinity Workforce Solution Sdn Bhd Full time

We are hiring Customer Service Assistant Manager (Mandarin Speaker)

Salary Range: RM3000 - RM4500

**Key Responsibilities**:

- Assist the Manager in overseeing the daily operations of the CS team and provide guidance and support for handling 2nd level issues.
- Collaborate with the CS Team Lead to identify and implement process improvements aimed at enhancing the overall customer experience.
- Collaborate with the Training Quality Assurance (TQA) team to assess customer service quality and develop/implement training programs.
- Utilise data analytics to gain insights into CS department performance, providing feedback to enhance team skills.
- Identify and recruit talent, and develop and implement development plans for talent and workforce arrangement.
- Ensure CS team compliance with regulations and support necessary adjustments for maintaining compliance.
- Facilitate seamless collaboration between CS team and other departments to address shared challenges and promote synergy.
- Provide leadership and guidance to foster a culture of knowledge-sharing through effective communication and documentation.

**Requirements:

- **
- Minimum SPM level qualification or higher. Fluent in English, Chinese, and Malay (verbal, written, and reading).
- Minimum 3 years of work experience, with at least 2 years experience managing a team in customer service/BPO/Call Center environment.
- Demonstrated leadership with a strategic mindset, capable of inspiring and guiding teams to achieve success.
- Data driven, ability to leverage data analytics and insights for creative solutions.
- Own PC/Laptop with specifications: 8GB RAM or above, Intel Core 15 processor or AMD Ryzen 5 processor or above, and internet speed of at least 80 Mbps for work.

**Nice to have:

- **
- Preferred age range: 21-30 years old.
- Proficient in Microsoft Excel formulas, Google Drive knowledge and presentation skills.

**Salary**: RM5,800.00 - RM9,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus
- Yearly bonus

Application Question(s):

- Own PC/Laptop with specifications: 8GB RAM or above, Intel Core i5 processor or AMD Ryzen 5 processor or above, and internet speed of at least 80 Mbps for work

**Education**:

- STM/STPM (preferred)

**Experience**:

- Call Center: 3 years (preferred)



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