Full time
To oversee all aspects of Customer Service Operations and feeding into the strategy of enhancing customer experience.
Keeping the department running in an efficient and profitable manner, increase customer satisfaction, loyalty (retention) and to act as customer ambassador without compromising the company's interests, safeguarding the organization from reputational risk and supporting the company in generating ROI.
Job Responsibilities:Assist the Head of Management (HOM) to lead, motivate, mentor, and manage the customer service team (office & operation staff) to achieve department KPIs and service-level objectives by establishing clear expectations of performance and taking proactive action to bring performance back in line where required.
Assist the HOM in developing, reviewing, and updating the CSM policies & procedures and Standard Operating Procedure (SOP).
Set and enforce the developed policies and procedures (SOP).
Assist the HOM in overseeing all aspects of the daily operations and administration for Customer Service Management.
Monitor customer satisfaction levels by compiling feedback from the front lines and take proactive measures to resolve issues by communicating effectively with other departments and improving overall customer experience.
Assist the HOM to develop and maintain operational reports, including daily, weekly, and monthly dashboards for management review.
Represent the HOM (if needed) to attend internal and external meetings on behalf of the company.
Ensure that the customer service team operates in compliance with relevant regulations and standards.
Requirements:Bachelor's degree in Business Administration or any related fields.
Minimum of 4 years in a senior executive position with a leadership role within a customer service environment.
Experience in airlines or rail industry would be an added advantage.
Ability to inspire, develop, and manage teams to achieve performance targets.
Strong interpersonal, analytical, and problem-solving skills.
Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.
Good communication and writing skills in English and Bahasa Malaysia.
Possess basic customer service skills, especially in persuasive communication.
Pleasant and well-groomed.
Note:
Only shortlisted candidates will be contacted/notified.#J-18808-Ljbffr