**Job Title:** Customer Service Manager - Remote Work
**Company:** MISC Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 8+
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### Job Description
MISC Berhad is seeking a dedicated and experienced Customer Service Manager to lead our customer support team in a remote capacity. As a vital part of our organization, the Customer Service Manager will be responsible for developing and maintaining a high-performance team that delivers outstanding service to our clients. The ideal candidate will possess a blend of leadership skills, emotional intelligence, and a passion for customer satisfaction, ensuring our organization continues to flourish in a culture that embraces change and responds resiliently.
**Key Responsibilities:**
1. **Team Leadership and Development**
- Recruit, train, and mentor customer service representatives, fostering a positive and productive remote working environment.
- Encourage a culture of high performance by setting clear expectations for team members and conducting regular performance evaluations.
- Organize regular team meetings to discuss challenges, share success stories, and implement best practices.
2. **Strategic Customer Service Management**
- Develop and implement customer service policies and procedures to enhance customer experience and satisfaction.
- Utilize data-driven metrics to monitor team performance and identify areas for improvement.
- Collaborate with other departments to align customer service strategies with overall business objectives.
3. **Customer Interaction and Problem Resolution**
- Escalate and resolve customer issues promptly and effectively, demonstrating strong problem-solving skills.
- Maintain high levels of customer engagement through timely and effective communication, ensuring a seamless experience across all touchpoints.
- Gather customer feedback and analyze trends to proactively address potential service issues.
4. **Performance Management and Reporting**
- Track, analyze, and report on key performance metrics to senior management, ensuring transparency and accountability in customer service operations.
- Prepare regular reports on customer service operations, highlighting successes, challenges, and strategic recommendations.
5. **Continuous Improvement Initiatives**
- Identify opportunities for system enhancements and process improvements to streamline operations and increase team efficiency.
- Stay up-to-date with industry best practices and customer service technologies to keep the team competitive and innovative.
6. **Crisis Management and Response**
- Be prepared to manage crisis situations with composure, ensuring that the team remains focused and customers feel supported.
- Develop responsive strategies to adapt to shifting customer needs and market trends.
### Requirements:
- **Education:** Bachelor's degree in Business Administration, Management, or a related field preferred.
- **Experience:** Minimum of 8 years of experience in customer service management, with a proven track record in leading teams, preferably in a remote setting.
- **Adaptable:** Ability to thrive in a fast-paced, ever-changing environment and adjust strategies as necessary.
- **Reliable:** Consistent and dependable with a history of meeting deadlines and delivering high-quality results.
- **Emotional Intelligence:** Strong ability to understand and empathize with customer needs while managing team dynamics effectively.
- **Cooperation:** Excellent interpersonal skills to foster a collaborative team culture and cultivate strong relationships with internal and external stakeholders.
- **Technical Skills:** Proficient in customer service software, CRM systems, and reporting tools. Experience with remote communication tools like Zoom, MS Teams, etc., is a must.
### Benefits:
- Paid overtime
- Company equipment provision
- Comprehensive medical coverage
### Working Environment:
At MISC Berhad, you will flourish in a culture that embraces change and responds resiliently to challenges and opportunities. We prioritize flexibility and support for our team in a remote working environment.
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**To Apply:**
Please submit your application by **October 27, 2024**. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
**Equal Opportunity Statement:**
MISC Berhad is committed to creating an inclusive environment for all employees. We celebrate diversity and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.