Customer Service Operations Leader

5 days ago


Petaling Jaya, Selangor, Malaysia Johnson Controls, Inc. Full time

At Johnson Controls, Inc., we are seeking a highly skilled Customer Service Operations Leader to join our team. The successful candidate will be responsible for leading our customer service operations, driving business growth, and ensuring exceptional customer service.

About the Role:

  • Lead and coordinate with assigned teams to ensure efficient delivery of customer service.
  • Develop and maintain strong relationships with customers to drive request fulfillment within SLA and improve overall customer satisfaction.
  • Manage daily operational support and communicate effectively with key personnel.
  • Engage with customers and vendors to ensure smooth delivery of services.
  • Manage escalations and complaints with appropriate priority and diligence.
  • Assess situations, issues, and opportunities and escalate when necessary.
  • Work closely with sales teams to ensure timely contract renewals.
  • Identify operational gaps and drive closure both internally and externally.
  • Ensure planned activities are executed within allocated resources.
  • Ensure parts availability to facilitate scheduling and execution in a timely manner.
  • Prepare and present financial forecasting and resource capacity planning for assigned teams.
  • C Coordinate with colleagues to ensure best practice and continuous improvement in service delivery.
  • Responsible for timely deliveries and tracking.

Requirements:

  • Degree preferred with industry experience managing service operations and/or service scheduling.
  • Proficient in English with excellent oral and written communication skills.
  • Leads by example and is a role model, able to influence and guide individuals and groups towards achieving their goals.
  • Excellent attention to detail.
  • Excellent time management, decision-making, prioritization, and organization skills.
  • Strong people management and profit-loss management skills.
  • Good grasp of financial concepts and procurement processes.
  • Effective command of MS Office software including Outlook, Word, and Excel.
  • Capable of working efficiently in a fast-paced environment and under pressure.
  • Ability to work independently and possess good team spirit.


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