**Job Title: Customer Service Manager**
**Company: Kossan Rubber Industries Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 5**
**Application Deadline: ******** **
**About Kossan Rubber Industries Berhad:**
Kossan Rubber Industries Berhad is a leading provider of rubber products that aims to deliver outstanding quality and service to our customers worldwide. We believe that our reputation is built on the satisfaction of our clients. As we continue to expand our operations, we are looking for a driven and independent Customer Service Manager to join our vibrant team in George Town, Penang.
**Job Summary:**
The Customer Service Manager will play a pivotal role in enhancing customer satisfaction by providing excellent service, addressing inquiries, and resolving issues promptly. You will lead a team of customer service representatives, ensuring they are equipped to deliver customer experiences that exceed expectations. In this part-time role, you will contribute to creating a customer-centric culture within the organization while managing day-to-day customer service operations.
**Key Responsibilities:**
1. **Customer Service Leadership:**
- Lead and supervise a team of customer service representatives, providing guidance, support, and training to ensure high service standards.
- Develop, implement, and monitor performance metrics and KPIs for the customer service team.
2. **Customer Support and Issue Resolution:**
- Act as the first point of contact for complex customer inquiries and escalated issues, utilizing strong problem-solving skills to devise effective solutions.
- Investigate and resolve customer complaints in an empathetic and professional manner, fostering resilient customer relationships.
3. **Process Improvement:**
- Analyze customer service processes and workflows, identifying areas for improvement to enhance efficiency and the overall customer experience.
- Recommend and implement best practices to streamline operations and improve service delivery.
4. **Customer Interaction Management:**
- Maintain proactive communication with customers through various channels, including phone, email, and in-person interactions, ensuring timely responses to inquiries and feedback.
- Develop and maintain a customer database to track interactions and provide personalized service.
5. **Team Development:**
- Conduct regular training sessions and workshops to enhance team skills and product knowledge, promoting a culture of continuous learning and improvement.
- Foster an environment that encourages teamwork, collaboration, and open communication.
6. **Reporting and Analysis:**
- Generate and analyze reports on customer satisfaction, service performance, and feedback, providing insights to management for strategic decision-making.
- Monitor and assess competitors and market trends to ensure the company's offerings remain competitive and relevant.
7. **Strategic Customer Engagement:**
- Collaborate with other departments, including sales and marketing, to ensure a unified approach to customer engagement.
- Participate in the development of customer engagement strategies that aim to boost retention and loyalty.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Marketing, or a related field preferred.
- **Experience:** Minimum 5 years of experience in customer service management, with demonstrated success in a leadership role.
- **Skills:**
- Strong research and problem-solving abilities to effectively deal with customer issues.
- Proficient in customer relationship management (CRM) software and Microsoft Office Suite.
- Excellent verbal and written communication skills in English, with proficiency in Malay and/or Mandarin being a plus.
- **Personality Traits:**
- Self-driven with a proactive approach to meeting team goals and objectives.
- Independent thinker who can work with minimal supervision and take initiatives proactively.
- **Soft Skills:**
- Ability to foster a positive work environment and motivate a diverse team.
- Exceptional interpersonal skills, with the ability to build rapport and maintain long-term relationships with customers.
**Benefits:**
- Paid Time Off (PTO) to promote work-life balance.
- Gym membership to support your health and wellness.
- Free accommodation for a comfortable living situation while you contribute to our team.
**Working Environment:**
At Kossan Rubber Industries, we focus on exceeding customer expectations and delivering delight in every customer interaction. We encourage a collaborative and inclusive atmosphere where innovation and creativity thrive.
**Equal Opportunity Statement:**
Kossan Rubber Industries Berhad is an equal opportunity employer. We embrace diversity and inclusivity, encouraging applications from all qualified individuals, regardless of race, gender, age, disability, or other characteristics. We are committed to creating a welcoming environment for all employees and applicants.
If you possess the passion for exceptional customer service and the skills to lead a team effectively, we invite you to apply for the Customer Service Manager position by submitting your application before the deadline of October 15, 2024.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
