Customer Service Operations Manager

1 week ago

Kuala Lumpur, Malaysia Canaan Communication & Technologies Sdn Bhd Full time

**Job Summary**:
**Key Responsibilities**:

- Lead and manage the day-to-day operations of the customer service team, ensuring smooth and efficient service delivery.
- Develop and implement strategies to improve operational processes and team productivity.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction, and other relevant metrics.
- Establish and maintain standard operating procedures (SOPs) and best practices to ensure high-quality service.
- Collaborate with other departments (e.g., IT, Sales, Product) to resolve cross-functional customer issues and enhance service delivery.
- Oversee recruitment, onboarding, and training of customer service staff, ensuring they are equipped with the necessary tools and skills to perform their roles effectively.
- Conduct regular performance reviews and provide coaching and feedback to team members, fostering a high-performance culture.
- Handle escalated customer complaints or complex cases, ensuring timely resolution and customer satisfaction.
- Prepare and present performance reports and data analysis to senior management, providing insights for continuous improvement.
- Stay updated on industry trends, emerging technologies, and customer service best practices to drive innovation in the department.
- Ensure compliance with company policies, regulations, and service standards.

**Qualifications & Skills**:

- Minimum of 5 years of experience in customer service, BPO, or call center environments, with at least 3 years in a managerial role.
- Proven track record of managing large teams in a fast-paced customer service environment.
- Strong leadership and people management skills, with the ability to motivate and develop high-performing teams.
- Excellent communication, problem-solving, and decision-making abilities.
- Proficiency in CRM systems (e.g., Zendesk, Salesforce) and Microsoft Office Suite (Excel, PowerPoint).
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Ability to work under pressure, manage multiple priorities, and meet tight deadlines.
- A diploma or degree in any field is preferred.

**Benefits**:

- Health insurance
- Professional development

**Job Type**: Contract

**Benefits**:

- Health insurance
- Professional development

Schedule:

- Day shift
- Fixed shift
- Monday to Friday

Supplemental Pay:

- Overtime pay
- Yearly bonus

Application Question(s):

- MUST be able to work in KL Trillion.
- Can join on 10th Feb 2025. Please mention your notice period here.

Expected Start Date: 02/10/2025

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