Customer Service Manager

2 weeks ago

Masai, Malaysia SC ENGINEERING PACKING & MACHINERY MOVING SOLUTIONS SDN. BHD Full time

**(Mandarin speaker needed) - Need to liaise with mandarin speaking customer**
- Supervise and lead a team of customer service representatives, providing guidance, training, and support to ensure high-quality customer interactions.
- Develop and maintain positive relationships with customers, addressing inquiries, concerns, and complaints in a timely and professional manner. Act as the primary point of contact for escalated customer issues.
- Communicate with customers to identify their needs / expectations and make appropriate adjustments to meet those needs.
- Facilitate communication between internal departments such as operations, sales, and warehousing to coordinate customer orders and resolve issues efficiently.
- Track and analyze customer service metrics, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement and implement corrective actions as needed.
- Continuously evaluate and streamline customer service processes and procedures to enhance efficiency and customer satisfaction. Implement best practices and innovative solutions to optimize service delivery.
- Ensure compliance with company policies, procedures, and regulatory requirements related to customer service and logistics operations.
- Preparation of periodic status meetings with management
- Gather and analyze customer feedback through surveys, interviews, and other channels to identify areas for improvement and make recommendations for enhancing the overall customer experience.
- Provide ongoing training and development opportunities for customer service team members to enhance their skills and knowledge of logistics processes, industry trends, and customer service techniques.
- Collaborate with external vendors and service providers to ensure seamless coordination of logistics services and address any issues or concerns that may arise.
- Monitor the customer’s payment status.
- Involve in company marketing efforts. Contribute to the development of strategic initiatives and long-term plans for improving customer service operations and driving business growth in the logistics sector.

**Requirements**:

- At least a diploma or degree in any field.

Minimally 5 years of working experience
- Relevant sales or customer service experience in logistics field is an added advantage.
- Collaborative and a good team player.
- Good command of English.
- Good communication skills.
- Possess a positive, empathetic, and professional attitude.

**Salary**: RM4,000.00 - RM6,000.00 per month

**Benefits**:

- Additional leave
- Cell phone reimbursement
- Meal provided

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Masai: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- What's your expected monthly basic salary?
- How much notice are you required to give your current employer?

**Experience**:

- Customer service: 2 years (preferred)

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