Customer Service Manager

Requirements: Minimum of 5 years experience as Customer Service in field, having a background in logistic industry will be an added advantage.Candidates should have a minimum of 3 years of experience in a managerial or leadership position.Proficiency in both Mandarin and English is preferred. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking Business Users.Proven ability to manage and lead teams of 15 - 20 members effectively. Familiar with handling and managing customer feedback and complaints through inbound and outbound calls, email, live chat, and other related platform.Exceptional communication and interpersonal skills, with proven experience in team leadership.Strong problem-solving abilities and decisive decision-making skills.Willing to work 6 days a week (Mon – Fri, work from office, Sat – Work from home) Working Days: 6 Days / Week (Monday to Friday Onsite, Saturday WFH)
Working Hours: 9:00AM to 6:00PM (1.5 Hours Rest)
Location: Bangsar South, Kuala Lumpur
Responsibilities: Delivering and planning a comprehensive service to enquiring customers from all channels such as call, website, social media, and live chat.Develop a strategic plan for the center of services, focused on developing skills and capabilities aligned with current and future business needs.Manages a staff of customer service professionals and ensures that customers and employees are retained, satisfied, and that their needs are being fulfilled.Managing issues or customer complaints and providing recovery plan.Applying new technology tools/systems to leverage efficiency of providing customer enquiries.Standardization of claim processes and procedures.