**Job Title: Client Support Manager**
**Company:** Astro Malaysia Holdings Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 8
**Job Description:**
Astro Malaysia Holdings Berhad is seeking a dedicated and experienced Client Support Manager to join our dynamic team in George Town, Penang. As a key contributor to our commitment to exceptional customer service, you will ensure that our clients receive the highest quality support while helping enhance our service offerings.
**Responsibilities:**
1. **Client Relationship Management:**
- Build and maintain strong and positive relationships with clients to ensure a high level of satisfaction.
- Serve as the primary point of contact for client inquiries, concerns, and escalations, developing key relationships with stakeholders at all levels.
- Proactively identify client needs and work towards providing tailored solutions.
2. **Team Leadership & Development:**
- Mentor and support team members, promoting a culture of collaboration and continuous improvement within the Client Support team.
- Conduct regular performance assessments, providing feedback and guidance to enhance team capabilities.
- Develop training materials and conduct training sessions for new and existing team members to ensure high-quality service delivery.
3. **Quality Assurance:**
- Prioritize quality in all aspects of work, products, and services by conducting regular audits and client feedback analysis.
- Implement best practices and standard operating procedures to improve service delivery.
- Collaborate with cross-functional teams to enhance the overall client experience through quality initiatives.
4. **Problem Resolution:**
- Analyze complex client issues and develop effective solutions while ensuring timely follow-up and resolution.
- Utilize research skills to identify trends and develop strategies to prevent reoccurring issues.
- Maintain a detailed record of client interactions and resolutions in the CRM system.
5. **Reporting & Analysis:**
- Prepare and maintain reports on client satisfaction metrics, overall team performance, and service quality indicators.
- Analyze data to identify patterns and propose actionable insights to improve client support processes.
- Provide regular updates and presentations to senior management regarding client feedback and service improvements.
**Requirements:**
- Minimum of 8 years of experience in client support, customer service, or a related field; experience in a managerial position is highly desirable.
- Proven experience in managing and developing client relationships in a fast-paced environment.
- Motivated and confident personality with the ability to inspire and lead a team.
- Exceptional attention to detail and skills in research to back informed decision-making processes.
- Strong communication and interpersonal skills, with the ability to relate to clients and staff at all levels.
- Proficient in CRM software and Microsoft Office Suite (Excel, Word, PowerPoint).
- Demonstrated ability to manage multiple priorities and work effectively under pressure.
**Benefits:**
- Employee discounts on products and services.
- Paid sick leave to ensure you can take care of your health.
- Travel opportunities as you engage with clients and stakeholders.
**Working Environment:**
At Astro Malaysia Holdings Berhad, we prioritize quality in every aspect of our work, products, and services. We foster an empowering work environment that values diversity, collaboration, and a strong work ethic.
**Application Deadline:**
Please submit your application by **October 21, 2024**.
**Equal Opportunity Statement:**
Astro Malaysia Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
