Customer Service Senior Manager

2 days ago

Malacca, Melaka, Malaysia Wallpaper & Carpets Distributors (M) Sdn Bhd Full time 90,000 - 120,000 per year

Job Description

Customer Service Team Management

1) Supervise and manage the daily operations of the Customer Service team, including work schedules, shift rotations, attendance, and performance.

2) Provide guidance, coaching, and training to ensure the team delivers high-quality customer support.

CCTV Monitoring & Safety Response

1) Ensure the Customer Service Operators monitor CCTV footage at all times during operating hours.

2) Instruct operators to immediately stop the machine in the event of any incident, safety issue, or system malfunction.

3) Co-ordinate with the maintenance and technical teams for prompt action and resolution.

Ticketing System & SLA Management

1) Ensure all machine-related issues reported by the Customer Service team are accurately raised to the Technical team via the ticketing system.

2) Monitor and review all tickets to ensure corrective and preventive action reports (CAPA) are followed up.

3) Ensure tickets are closed within the agreed Service Level Agreement (SLA) and properly documented.

4) Escalate unresolved or delayed tickets to relevant departments or management as necessary.

Collaboration with Field Service & Project Teams

1) Work closely with the Field Service team to ensure machine issues are addressed promptly and effectively.

2) Collaborate with the Project Manager for operational and technical alignment on ongoing and upcoming projects.

3) Facilitate smooth communication and teamwork across departments to resolve issues and deliver an exceptional customer experience.

Customer Handling & Licensing Management

1) Act as the main point of contact for licensing owners, ensuring clear communication and strong relationships.

2) Liaise with licensing owners to handle price adjustments for auto car wash services on the kiosk system, ensuring timely and accurate updates.

3) Coordinate with internal teams to implement changes and communicate them effectively to customers and staff.

Stakeholder & Licensing Relationship Management

1) Build and maintain strong relationships with licensing owners and key stakeholders to ensure smooth collaboration and compliance with regulatory requirements.

2) Liaise with external parties as required, representing the company in a professional manner.

Reporting & Continuous Improvement

1) Prepare and present regular reports to management on customer service performance, incident logs, SLA compliance, ticket resolution status, and team performance.

2) Identify areas for process improvement and implement solutions to enhance efficiency and customer satisfaction.

3) Lead and support continuous improvement initiatives within the customer service function.

Digital Customer Enquiries Management

1) Oversee the handling of customer enquiries received via social media platforms such as Facebook, WhatsApp, and TikTok.

2) Ensure timely, accurate, and professional responses are provided by the Customer Service team.

3) Collect and organise customer data from these platforms and promptly share relevant leads and information with the Sales and Marketing teams to support sales of auto car wash machines.

4) Monitor and analyse trends or frequently asked questions from digital enquiries to improve customer service and marketing strategies.

Need manage and observe all subsidiaries company business.

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