Manager, Customer Service

**Overview of the Position**:
This role involves leading a team, both local and overseas customer service team, to provide excellent support to Independent Business Owners (IBOs) by addressing their inquiries, feedback, and complaints. The position is responsible for creating a productive and efficient work environment while ensuring that the customer service team meets service goals.

**The role required to execute the below tasks and initiative**:
**Leadership & Team Management**: Guide the customer service team toward consistently delivering high-quality service and seek ongoing improvements in processes and team performance. Plan and manage team schedules to maintain appropriate staffing levels across service channels.

**Build relationship**: Focus on developing a rapport with Independent Business Owners (IBOs) by engaging with them, listening to their needs, and addressing concerns effectively.

**Manage high volumes of incoming calls, member inquiries, feedback, and complaints**: Ensure calls and inquiries from local and oversea members are handled in a timely and professional manner while resolving any complaints.

**Performance Metrics**:Keep track of key performance indicators (KPIs) for the team, ensuring that daily targets for customer service are met consistently.

**Stay updated on the company’s marketing plan, IBO rules & regulations, and policies**: Regularly stay informed about the company’s promotions, rules, and policies to provide accurate and up-to-date information to IBOs and team members.

**Collaborate with internal teams on company developments, marketing activities, and IBO-related changes**: Work closely with other departments (e.g., marketing, product development) to stay in the loop on any updates that may affect IBOs or customer service processes.

**Staff training**: Ensure all customer service team members, whether domestic or overseas, receive the training needed to meet the required service standards.

**Make quick decisions to resolve issues efficiently**: Act swiftly to solve any problems that arise, ensuring customers receive quick, efficient, and effective service.

**Prepare reports on customer service performance, budget, manpower planning, and corrective actions**: Preparing monthly CS reports, manpower planning and hiring, initiating corrective actions.

**To be successful in this role, we are expecting the below**:

- Possess an Advanced Diploma/ Bachelor’s Degree in Business Administration/ Management or any related field of study.
- A minimum **of 5 years in customer service, preferably in the MLM (Multi-Level Marketing), Direct Selling, or Retail Industry.**:

- Experienced in managing and **leading a large team of Customer Service Assistants/Executives in both the call centres and walk-in sections.**:

- **Proficient in both verbal and written in Bahasa Melayu, English and Mandarin as this role will communicate with internal and external stakeholders that speak and write in Mandarin.**:

- Proficient in Microsoft Office tools (Word, Excel, PowerPoint).
- **Skilled in handling a high volume of calls and walk-in customer inquiries, feedback, and complaints.** Ability to analyse data for continuous business improvement and ensure customer satisfaction.
- Strong problem-solving abilities with the capacity to manage issues creatively and maturely.
- Well-organized, able to work within established guidelines while managing tasks efficiently.
- Pleasant personality with excellent communication and interpersonal skills to foster a positive customer experience.
- Able to work under pressure, meet deadlines, and handle stress while maintaining high service standards.
- **Work location: Bukit Jalil ( Near to Pavilion Bukit Jalil)**:

- **Working days : Monday to Friday (9am - 6pm)**

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

**Benefits**:

- Health insurance
- Maternity leave
- Parental leave
- Professional development

Schedule:

- Fixed shift
- Monday to Friday

Supplemental Pay:

- Yearly bonus

Application Question(s):

- How many years' experience do you have as a customer services manager?
- How many years' experience do you have as a manager / team lead?
- How much notice are you required to give your current employer?
- Do you possess or have access to your own transportation?
- Which of the languages are you fluent in?
- What's your expected monthly basic salary?

**Experience**:

- Customer service: 5 years (required)

Work Location: In person