Customer Service Manager

Job description:

Service Type: Health Care

Location: Bangsar, Kuala Lumpur

As our clinic expands rapidly, so will your professional growth. Be part of an exciting, dynamic company with ample opportunities for career advancement. Your contributions will directly impact the success of the business, allowing you to shape your own career path within an expanding organisation.

Position Overview:

As a Customer Service Manager you're responsible for leading the customer service team to deliver exceptional service and achieve company sales targets. This role ensures that the team provides a smooth, professional customer experience from handling inquiries to closing sales and managing after-sales support.

Key Responsibilities:

1. Team Management

• Supervise and guide the customer service team to ensure daily operations run smoothly.
• Set clear performance goals for customer satisfaction, response time, and sales conversion.
• Monitor chats, calls, and messages to ensure high-quality communication.
• Provide regular coaching, motivation, and feedback to team members.

2. Sales Through Service

• Drive sales performance through excellent customer service and follow-ups.
• Ensure the team actively promotes products, services, and ongoing promotions.
• Track and monitor individual and team sales performance.
• Support the team in closing inquiries, handling objections, and achieving monthly sales targets.

3. Customer Experience & Quality

• Ensure every customer interaction is handled promptly, accurately, and courteously.
• Resolve escalated customer issues professionally and efficiently.
• Review feedback and identify areas for service improvement.
• Maintain a positive brand image through consistent customer engagement.

4. Process & Operations

• Develop and update customer service and sales procedures.
• Manage staff schedules to ensure adequate coverage during peak periods.
• Work closely with the CEO and other departments (Marketing, Operations, etc.) to ensure smooth coordination.
• Identify workflow or system gaps and propose solutions.

5. Reporting & Performance Monitoring

• Prepare weekly and monthly reports on customer service and sales performance.
• Track KPIs such as response rate, conversion rate, and customer satisfaction score.
• Share performance insights and recommend improvement actions.

6. Training & Development

• Conduct training for new hires on customer service and sales techniques.
• Organize refresher sessions to improve communication, product knowledge, and selling skills.
• Keep the team updated on new promotions, product launches, and company policies.

What we seek:

• Minimum
  Diploma or Equivalent.
• Minimum 3–5 years of customer service experience, with at least 3 years in managerial position.
• Familiarity with CRM's such as Zendesk, Hubspot, Salesforce etc. is an advantage.
• Familiarity with both MY & SG market.
• Fluent
  in 
  English
  and 
  Mandarin is a plus
• A go-getter, and problem solver mindset to proactively customize solution for each customer needs.
• Ability to work effectively with diverse teams, fostering an inclusive environment that values each member's contributions.
• Willingness to adjust to changing team dynamics and work requirements, demonstrating flexibility in roles and responsibilities.
• Experience in sales through customer service (e.g. upselling, cross-selling, or renewals).
• Strong leadership, communication, and problem-solving skills.
• Good written and verbal communication skills to communicate accurately within our customers.
• Results-driven, people-oriented, and able to work in a fast-paced environment.
• Prior healthcare experience
   is not necessary.
• Prior 
  customer service
   or 
  hospitality
   experience is 
  preferred
  .

Working Hours:

• Must be able to commit to a 
  45-hour work week
  .
• 5 days a week
  , including 
  weekends and public holidays
  .
• Able to work in shifts.

Job Types: Full-time, Permanent