Customer Service Manager | KL 106 views

Salary

RM6500

Job Description

  • 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

 

Job Requirement

  • 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

 

Benefit

  • Own a laptop after completing 2 years service
  • Travelling allowance
  • Medical, optical & dental coverage
  • Office perks

 

Company Background

  • E-commerce
  • 5 days working
  • Accessible by public transport (LRT)

 

How To Apply

  • Register an account to start
  • Update profile and upload latest resume
  • Click “Apply”
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