Customer Service Manager | KL 696 views

RM6500

Ideate, plan, develop and manage the Company’s customer service process, mechanism, policies and experience
Track, oversee and optimize all customer interactions
Plan the training and standardization of service delivery
Manage customer ‘life cycle’, which includes all the steps customers go through when interacting with the Company to foster customer loyalty and increase customer satisfaction
Build a strong customer relationship management (CRM) strategy to ensure customer satisfaction
Manage and monitor daily orders and assignments while leading the customer experience team (i.e. customer enquiries, disputes, etc.)
Coordinate activities with all other functions of the department
Establish and monitor service KPIs
Develop analysis tools (i.e. best practice and quality assurance surveys and customer feedback), monitor and analyse results
Design and implement changes and new practices accordingly
Work with internal departments to identify opportunities for case studies

Bachelor’s degree or equivalent work experience.
5+ years of experience in marketing, customer service and analysis of customer data.
Experience in recommending and using Customer Support tools, procedures, processes, and metrics
Excellent customer relationship and written and oral communication skills
Ability to professionally manage and resolve customer enquiries and grievances
Good time-management skills
Ability to multitask
Critical-thinker and problem-solver
Team player

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