Customer Experience and Operations Manager

3 days ago

Klang, Selangor, Malaysia Bjak Sdn Bhd Full time

Bjak Sdn Bhd, a pioneering financial services company in ASEAN, is dedicated to making access to affordable and sustainable financial services a reality for millions of people across the region.

Job Description:

We are seeking a highly skilled Customer Experience & Admin Operations Manager/Team Lead to oversee and streamline our customer service and administrative functions. This role requires someone with exceptional leadership and people management skills, as well as the ability to take a hands-on approach when necessary.

Key Responsibilities:
  • Lead and manage the customer service team to provide high-quality support and engagement.
  • Develop and implement customer service strategies that drive satisfaction and loyalty.
  • Actively handle customer queries and issues when needed, especially during peak times or escalations.
  • Monitor and analyze customer feedback to identify areas for improvement.
  • Develop and enforce service level agreements (SLAs) and key performance indicators (KPIs) for the team.
  • Resolve escalated customer issues promptly and professionally.
  • Train and mentor team members to deliver exceptional service.
Admin Operations Management:
  • Oversee day-to-day administrative operations, including office management, record keeping, and inventory control.
  • Be hands-on with administrative tasks when required, such as managing office supplies, preparing reports, or organizing company documents.
  • Implement and refine administrative processes to ensure operational efficiency.
  • Coordinate with cross-functional teams to manage office supplies, equipment, and contracts.
  • Ensure compliance with company policies and procedures in all administrative activities.
  • Prepare reports and presentations on operational metrics for management.
  • Support the finance and HR departments with administrative tasks, as needed.
  • Manage and motivate a team of customer service and administrative staff, fostering a positive and collaborative work environment.
  • Set team goals, conduct performance evaluations, and provide ongoing feedback.
  • Identify training needs and facilitate skill development for the team.
  • Create and manage team schedules, ensuring adequate coverage for customer service and administrative tasks.
  • Step in and provide direct support during peak periods or in case of staff shortages.
Requirements:
  • Bachelor's degree in Business Administration, Operations Management, or related field.
  • Proven experience (5+ years) in customer service, administration, or operations roles, with at least 2 years in a leadership capacity.
  • Strong leadership and people management skills, with a "doer" or "can-do" attitude and the ability to take a hands-on approach when necessary.
  • Proficiency in Microsoft Excel for data analysis, reporting, and operational metrics.
  • Excellent communication, problem-solving, and conflict-resolution abilities.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
  • High level of attention to detail and organizational skills.
Preferred Qualities:
  • Experience in process improvement and operational efficiency initiatives.
  • Familiarity with data analysis and reporting tools.
  • Experience working within a startup or fast-growing company environment.

We offer a dynamic work environment, opportunities for growth and professional development, and a competitive compensation package.

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