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Customer Service Manager

3 weeks ago

Kuala Lumpur, Malaysia BID Operations Full time

At DLS Markets, we aim to provide you with the best trading conditions, powered by both industry-leading
- and cutting-edge innovative platforms. Our R&D efforts constantly push the boundaries of liquidity and usability to empower you to benefit from a truly exceptional trading environment._

**Requirements**:
**Responsibilities**:

- **Team Leadership**:

- Lead, mentor, and motivate a team of customer service representatives.
- Set clear performance goals, provide regular feedback, and conduct performance evaluations.
- Foster a positive and collaborative team environment.
- **Customer Relationship Management**:

- Build and maintain strong relationships with clients, addressing their needs and concerns in a timely and effective manner.
- Resolve escalated customer issues and ensure a high level of customer satisfaction.
- Analyse customer feedback and implement strategies to improve service quality.
- **Process Improvement**:

- Identify opportunities to streamline and enhance customer service processes.
- Develop and implement efficient procedures for handling inquiries, complaints, and requests.
- Monitor key performance indicators (KPIs) and implement strategies to meet or exceed targets.
- **Training and Development**:

- Provide ongoing training and coaching to customer service team members.
- Ensure team members are well-versed in product knowledge and company policies.
- Promote a culture of continuous learning and development.
- **Data Analysis and Reporting**:

- Analyse customer service data to identify trends, areas for improvement, and opportunities.
- Prepare regular reports on team performance, customer feedback, and relevant metrics.
- **Collaboration**:

- Work closely with other departments, such as Sales and Product Development, to communicate customer needs and feedback.
- Collaborate on cross-functional projects to enhance the overall customer experience.

**Qualifications**:

- Bachelor’s degree in business administration or related field (preferred).
- Proven experience in a customer service management role, preferably with broker experience.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in Zendesk(preferred) and other customer service software and tools.
- Fluency in both English and Mandarin.
- Problem-solving and conflict resolution skills.
- Analytical mindset with the ability to interpret data and make informed decisions.
- Flexibility to adapt to changing priorities and work in a fast-paced environment.

**Benefits**
- Competitive salary and performance-based bonuses.
- Rewarding career development with regional exposures
- Young, vibrant and open work culture
- Health and wellness benefits.
- Collaborative and inclusive work culture.