Ass Customer Service Manager

5 days ago

Subang Jaya, Malaysia Katrin BJ Sdn Bhd Full time

A passionate and experienced Customer Service Assistant Manager / Manager to lead and improve our customer service operations. You will oversee the customer service team and ensure our customers receive prompt, helpful, and high-quality support—whether it’s about product inquiries, after-sales service, or general feedback. This role plays a key part in shaping the overall customer experience, building trust, and strengthening the brand reputation in the market.

**Key Responsibilities**:
**Customer Service Operations**
- Maintain and enforce high service standards to ensure a positive customer experience.
- Handle escalated issues and ensure effective problem-solving in line with company policies.
- Ensure all communication reflects the company’s tone, values, and brand image.

**After-Sales Support**
- Oversee after-sales processes including product servicing, repairs, and warranty claims.
- Liaise with suppliers and principals to ensure timely resolutions.
- Monitor return and exchange cases to ensure fair and efficient handling.
- Able to attend court hearings or consumer claims cases independently when required, and represent the company professionally in related matters.

**Team Leadership & Development**
- Lead, coach, and develop the customer service team.
- Conduct regular performance reviews and team training to enhance service quality and product knowledge.
- Plan team schedules and manage workload to ensure smooth operations.

**Customer Feedback, Loyalty & Brand Image**
- Collect, track, and analyse customer feedback to identify common issues, service gaps, and improvement opportunities.
- Work with marketing and product teams to enhance the customer journey and brand perception.
- Implement service strategies to retain customer loyalty and promote positive brand image through meaningful customer interactions.
- Proactively turn negative experiences into positive outcomes to build long-term trust.

**System & Record Management**
- Ensure accurate and organized tracking of all customer service interactions and case histories.
- Utilize CRM and internal tools to manage customer information and workflow.
- Prepare regular reports on customer service KPIs, complaints, and feedback trends.
- Report product defects and service issues to the Purchasing and Product Development teams, providing insights into return rates and recurring problems. This helps strengthen quality control and product improvement efforts.

**Requirements**:

- Diploma or Degree in Business Administration, Communications, or a related field.
- Minimum 6 years of experience in customer service, with at least 2 years in a supervisory or managerial capacity.
- Background in retail, household products, or consumer goods is highly preferred.
- Strong leadership, people management, and conflict-resolution skills.
- Excellent communication in English and Bahasa Malaysia; Mandarin is an added advantage.
- Well-organized, analytical, and able to remain calm and resourceful under pressure.
- Tech-savvy and experienced with CRM tools, Microsoft Office, and service tracking platforms.

Pay: RM2,377.07 - RM5,881.24 per month

**Benefits**:

- Health insurance

Schedule:

- Monday to Friday

Work Location: In person

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