Customer Service Manager

2 weeks ago

Bukit Mertajam, Malaysia Spread Sdn Bhd Full time

**Job Overview**

The Customer Service Manager will be responsible for overseeing the agency’s client support operations. This role ensures clients receive timely, professional, and effective communication and support throughout their journey with us. You will lead the customer service team, streamline internal processes, and act as a key liaison between clients and internal departments to ensure expectations are met or exceeded.

**Key Responsibilities**
- Lead and manage the customer service/client servicing team, providing guidance, training, and performance management.
- Serve as the main point of contact for high-priority clients and key accounts.
- Develop and implement customer service policies, standards, and procedures.
- Monitor and ensure the delivery of high-quality, responsive client communications.
- Collaborate with project managers, creative, and operations teams to ensure smooth project execution and client satisfaction.
- Handle client inquiries, feedback, escalations, and complaints professionally and promptly.
- Analyze customer feedback and service data to identify areas for improvement.
- Prepare and present regular reports on client satisfaction, team performance, and service trends to management.
- Foster strong, long-term client relationships and advocate for client needs internally.
- Continuously work to improve service efficiency and the overall customer experience.

**Job Requirements**
- Bachelor's degree in Communications, Marketing, Business, or a related field.
- Minimum 5 years of experience in customer service or client servicing, preferably in an agency or marketing-related industry.
- At least 2 years in a supervisory or managerial role.
- Strong interpersonal and communication skills, both verbal and written.
- Excellent leadership, problem-solving, and conflict resolution abilities.
- Ability to work collaboratively across teams in a fast-paced environment.
- Customer-focused mindset with a strong sense of professionalism and attention to detail.
- Familiarity with CRM systems and customer service tools is an advantage.

**Job Types**: Full-time, Permanent

Pay: RM6,000.00 - RM8,000.00 per month

**Benefits**:

- Additional leave
- Dental insurance
- Flexible schedule
- Free parking
- Gym membership
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance
- Work from home

Schedule:

- Fixed shift
- Monday to Friday

Supplemental Pay:

- Performance bonus
- Retention bonus
- Yearly bonus

Ability to commute/relocate:

- Bukit Mertajam (14000): Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- How much is your expected salary?

**Language**:

- Mandarin (preferred)

Work Location: In person

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