### Job Title: Customer Service Manager
**Company:** MISC Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
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#### Job Description:
MISC Berhad is seeking a dynamic and experienced Customer Service Manager to lead our customer service operations in George Town, Penang. As a pivotal member of our team, you will be instrumental in ensuring the highest levels of customer satisfaction while navigating the challenges of a fast-paced environment. This part-time position demands an energetic and passionate individual who thrives in a setting that embraces and adapts to change seamlessly.
#### Key Responsibilities:
- **Team Leadership:** Guide and manage a team of customer service representatives to deliver exceptional service. Provide training, mentorship, and performance assessments to enhance team capabilities and morale.
- **Customer Engagement:** Develop and implement customer service strategies to foster positive relationships with clients. Actively engage with customers to understand their needs and resolve issues effectively.
- **Process Improvement:** Analyze customer service processes and implement improvements based on feedback and data-driven insights. Innovate new approaches to enhance customer experience and streamline service delivery.
- **Reporting & Metrics:** Monitor key performance indicators (KPIs) related to customer satisfaction and operational efficiency. Prepare detailed reports for senior management, outlining performance trends, and proactive recommendations.
- **Cross-Department Collaboration:** Work closely with other departments (sales, logistics, etc.) to ensure seamless communication and resolution of customer inquiries or issues.
- **Crisis Management:** Address escalated customer complaints or inquiries promptly and diplomatically, ensuring resolution aligns with company policies and enhances customer loyalty.
- **Customer Feedback:** Facilitate the collection and analysis of customer feedback to identify areas for improvement in service delivery and product offerings.
- **Training & Development:** Organize and conduct training sessions for new hires and ongoing development for existing staff to enhance service skills and product knowledge.
#### Requirements:
- **Experience:** Minimum of 6 years of experience in customer service, with at least 3 years in a managerial or leadership role.
- **Education:** Bachelor's degree in Business Administration, Management, or a related field is preferred.
- **Skills & Competencies:**
- Proven ability to lead and motivate a team effectively.
- Strong analytical skills with the ability to assess numerical data and performance metrics.
- Excellent verbal and written communication skills.
- Demonstrated skills in conflict resolution and negotiation.
- **Personality Traits:**
- Energetic and enthusiastic, with a passion for delivering exceptional customer service.
- Adaptable and resilient, thriving in a changing environment.
- **Soft Skills:**
- Strong cooperation skills to work effectively with colleagues and clients.
- Innovative mindset, always seeking new ways to improve service delivery and customer outcom?es.
#### Benefits:
- Life insurance coverage for peace of mind.
- Relocation allowance to assist with transition needs.
- Disability insurance for added security.
#### Working Environment:
At MISC Berhad, we foster a collaborative and flexible working environment that encourages continuous improvement and innovation. You'll be part of a team that values change as an opportunity for growth and development.
#### Application Deadline:
Interested candidates are invited to apply before **October 10, 2024**.
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MISC Berhad is firmly committed to creating a diverse and inclusive environment. We encourage applications from all backgrounds and walks of life. We are proud to be an equal opportunity employer. All employment decisions are made based on qualifications, merit, and business needs.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
