Manager - Customer Service Operation

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Pinnacle Business Service Full time 80,000 - 120,000 per year

Company Description

Founded in 2020, Tribe Business Services Sdn Bhd emerged with a vision to offer outsourcing services while nurturing a work environment enriched with cultural heritage. Specializing in diverse services, including customer support, IT services, and content moderation, Tribe serves both startups and Fortune 500 companies with bespoke solutions. The company is renowned for its innovation, implementing advanced technologies and sustainable business solutions that exceed client expectations. Tribe fosters a collaborative and inclusive atmosphere, blending cultural heritage with technological expertise to provide unparalleled service quality.

Are you ready to take your customer service career to the next level? Join a global organization that values leadership, cross-cultural communication, and service excellence. This role offers exciting opportunities for growth, international travel, and the chance to make a real impact on customer satisfaction worldwide.

What you'll be doing?

  • Lead global teams:
     Supervise and guide international customer service teams, ensuring consistently high service standards across different cultures.
  • Drive performance:
     Monitor key metrics and implement process improvements to enhance overall team efficiency and customer satisfaction.
  • Resolve complex issues:
     Handle escalations and ensure timely resolution of customer problems, maintaining a high level of service quality.
  • Collaborate across borders:
     Work with global stakeholders to align service standards and improve customer experience across different regions.
  • Develop talent:
     Conduct training, coaching, and performance reviews to nurture and grow your team's skills and capabilities.
  • Innovate and improve:
     Support new project launches and system enhancements to keep the customer service function at the cutting edge.
  • Travel and engage:
     Visit international locations as needed for team management and client engagement, broadening your global perspective.

Who are we looking for?

  • Customer service leadership:
     At least 3 years of experience in a customer service leadership or supervisory role, demonstrating your ability to guide and motivate teams.
  • Multilingual communicator:
     Excellent communication skills in both Mandarin and English are essential, as you'll be working with diverse teams and clients across different cultures.
  • Educational background:
     A Bachelor's degree or equivalent experience is preferred, but we value skills and aptitude over formal qualifications.
  • People-focused leader:
     Strong leadership and people management skills are crucial for success in this role, as you'll be guiding and developing international teams.
  • Problem-solving prowess:
     An analytical, adaptable, and proactive approach to problem-solving is key to thriving in this dynamic global environment.
  • Global mindset:
     Willingness to travel internationally is important, as you'll have opportunities to engage with teams and clients around the world.
  • Industry certification:
     While not required, possession of a COPC certificate would be an advantage in understanding and implementing best practices in customer operations.

Why you should consider this opportunity?

Our client offers an attractive remuneration package and other benefits, such as:

  • International travel opportunities for career and personal growth
  • Exposure to multicultural teams and global projects
  • Work-life balance with a 5-day work week
  • Annual leave entitlement

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