Assistant CS Manager

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia GoGoX Full time 60,000 - 120,000 per year

We are looking for an Assistant Customer Service (CS) Manager to oversee daily operations, ensuring that client needs are met efficiently while maintaining strong communication with all stakeholders. In this role, you will manage order accuracy, evaluate agent performance, resolve escalated issues, and drive continuous improvement initiatives. You will also be responsible for optimizing local call center costs, monitoring team overtime, and conducting disciplinary actions when necessary. The ideal candidate has a background in logistics or related industries, with strong leadership skills and a proven ability to mentor and develop a high-performing CS team.

What You Will Deliver

Ensure that all areas of CS duties are managed daily ensuring clients needs are met in all operationsEnsure smooth and open communication with clients and respective stakeholdersEnsure all requirements are met by clients' requests in order management and data accuracyAttend CS-related meetings for regular updates on CS operationsTake ownership of all customers issues and provide resolutionEvaluate agent performance and operation flow, proposal continuous improvement planKeep accurate records and CS-related documents, including but not limited to driver partners Prioritise resolution for escalated casesProvide cost optimisation of local call centerMonitor and optimise CS teams' OT hours Conduct disciplinary actions for non compliance among the CS teamRecruit, mentor and develop CS representatives by nurturing an environment to excelControl resources and utilise company assets to achieve qualitative and quantitative targetsMaintain orderly workflow according to prioritiesResponsible for outbound and inbound order managementAny other ad-hoc duties as per required

Who You Are

Experience in the logistic industry, warehouse, trucking company, or freight forwarding industry will be a plusFundamental Microsoft Office knowledge and experience, especially in ExcelEnthusiastic about logistics, technology, and e-commerceAt least 3 years of Customer Service experience and leadership roleAble to work under pressure and peak deliverablesAble to work on shifts, some weekends and Public HolidaysFluent in Chinese (Cantonese and Mandarin)

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