Customer Service Leader

4 weeks ago

Bukit Jalil, Malaysia Gambit Consulting Sdn. Bhd Full time

**Job Summary**
- The Customer Service Leader plays a crucial role in overseeing and managing the customer service department within an organization.
- This position requires strong leadership skills, a customer-centric mindset, and the ability to develop and implement strategies to enhance the overall customer experience.
- The Customer Service Leader is responsible for leading a team of customer service representatives and ensuring they deliver exceptional service to customers.

**Responsibilities - Team Leadership**:

- Lead and manage a team of customer service representatives, providing guidance, coaching, and support to ensure their success.
- Set performance expectations, establish clear goals, and monitor individual and team performance to drive continuous improvement.
- Foster a positive and motivating work environment that encourages teamwork, collaboration, and high morale.

**Responsibilities - Customer Experience Enhancement**:

- Develop and implement strategies to enhance the overall customer experience, ensuring customer satisfaction and loyalty.
- Analyze customer feedback, complaints, and trends to identify areas for improvement and implement appropriate solutions.
- Collaborate with cross-functional teams, such as product development and marketing, to address customer needs and deliver optimal solutions.

**Responsibilities - Process Improvement**:

- Evaluate existing customer service processes and systems, identifying opportunities for streamlining and improving efficiency.
- Implement best practices and standard operating procedures to ensure consistent and effective service delivery.
- Monitor key performance indicators (KPIs) to measure the effectiveness of customer service operations and drive continuous improvement.

**Responsibilities - Training and Development**:

- Provide ongoing training and development opportunities to the customer service team, ensuring they have the necessary skills and knowledge to excel in their roles.
- Conduct regular performance evaluations, providing constructive feedback and identifying areas for improvement.
- Stay up to date with industry trends, customer service techniques, and emerging technologies to keep the team informed and equipped with the latest tools and knowledge.

**Responsibilities - Relationship Management**:

- Build and maintain strong relationships with key stakeholders, including customers, vendors, and internal teams, to facilitate effective communication and problem resolution.
- Act as a point of escalation for complex customer issues, ensuring timely and satisfactory resolution.
- Proactively engage with customers to gather feedback, address concerns, and identify opportunities for upselling or cross-selling.

**Requirements**:

- Bachelor's degree in business administration, communications, or a related field (preferred).
- Proven experience in a customer service leadership role.
- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Problem-solving and decision-making skills.
- Proficient in customer service software and systems.
- Knowledge of customer experience best practices.
- Analytical mindset with the ability to interpret data and generate insights.
- Ability to work in a fast-paced and dynamic environment.
- Knowledge and interest in gaming industry is a plus

Pay: RM4,000.00 - RM5,000.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Fixed shift
- Monday to Friday

Supplemental pay types:

- Performance bonus

Application Question(s):

- English Proficiency Self Rating 1(low) to 5(high) - Spoken
- English Proficiency Self Rating 1(low) to 5(high) - Written
- Chinese Proficiency Self Rating 1(low) to 5(high) - Spoken
- Chinese Proficiency Self Rating 1(low) to 5(high) - Written

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