Manager, Customer Service

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hunters International Sdn Bhd Full time 14,400 - 184,800 per year

Summary:

The Customer Service Manager is responsible for overseeing and leading the customer service team,
including oversea CS Teams, to ensure exceptional customer experiences. This role involves managing
day-to-day operations, addressing customer inquiries and concerns, and fostering a positive and
productive work environment within the team.
The Customer Service Manager plays a critical role in enhancing the overall customer experience and
ensuring the success of the organization through customer satisfaction and loyalty.

Key Responsibilities:

Team Leadership:

  • Supervise and guide a team of customer service representatives, ensuring they adhere to
  • established
  • policies and procedures.
  • Provide leadership, motivation, and support to the team to enhance performance and productivity.
  • Conduct regular training sessions to keep the team updated on product knowledge and customer service best practices.

Customer Interaction:

  • Handle escalated customer inquiries, complaints, and feedback to ensure swift and
  • satisfactory resolution.
  • Develop and implement strategies to improve overall customer satisfaction and loyalty.
  • Monitor customer interactions to identify trends, issues, and areas for improvement.

Process Improvement:

  • Analyse existing customer service processes and identify opportunities for improvement.
  • Implement changes to streamline workflows, reduce response times, and enhance overall efficiency.
  • Collaborate with other departments to ensure a seamless and customer-centric experience across all touch points.

Performance Metrics:

  • Establish and monitor key performance indicators (KPIs) for the customer service team.
  • Regularly assess team performance against set metrics and implement corrective measures as needed.
  • Prepare and present performance reports to senior management.

Communication:

  • Maintain open and effective communication channels within the customer service team
  • and across departments.
  • Collaborate with Operations, Supply Chain, Marketing, Sales, and Product development
  • teams to stay informed about Operations matters, product & promotions updates and company events/ activities updates.

Customer Feedback Analysis:

  • Utilize customer feedback and surveys to identify areas for improvement and
  • implement strategies to address concerns.
  • Work closely with the Quality Assurance team to ensure service standards are

consistently met.

Budget Management:

  • Assist in budget planning for the customer service department, including resource
  • allocation and technology investments.
  • Optimize spending to achieve cost-effectiveness while maintaining service quality

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