**Job Title:** Customer Service Manager - Remote Work
**Company:** Fraser & Neave Holdings Bhd
**Location:** Kuala Lumpur, Kuala Lumpur, MY
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 6+
**About Us:**
Fraser & Neave Holdings Bhd is a leading company committed to delivering the highest quality products and services to our customers. We prioritize diversity, inclusivity, and a culture of belonging, fostering an environment where every team member can thrive and contribute to their fullest potential.
**Position Overview:**
We are seeking a dedicated and experienced Customer Service Manager to join our team in a remote capacity. The successful candidate will play a critical role in enhancing customer experience by leading our customer service team, developing strategies to improve customer satisfaction, and ensuring all customer interactions are positive and professional. This part-time role requires a motivational leader who is resilient in the face of challenges and capable of managing a diverse team remotely.
**Key Responsibilities:**
- **Team Leadership:**
- Recruit, train, and develop customer service representatives to ensure they meet and exceed performance expectations.
- Provide ongoing coaching and performance feedback to team members, fostering a culture of continuous improvement.
- Conduct regular team meetings to communicate performance metrics, share best practices, and celebrate successes.
- **Customer Experience Management:**
- Oversee all aspects of customer service operations, including call handling, email support, and online chat interactions.
- Develop and implement customer service policies and procedures that align with company goals and enhance the customer experience.
- Analyze customer service metrics and feedback to identify trends and areas for improvement, implementing necessary changes.
- **Strategy Development:**
- Collaborate with cross-functional teams to develop strategies for improving customer satisfaction and retention.
- Create and execute initiatives that promote customer loyalty and enhance the overall customer journey.
- Manage customer escalations and complaints with a focus on resolution and relationship-building.
- **Communication and Reporting:**
- Prepare and present reports on customer service performance to senior management, highlighting progress against KPIs and actionable insights.
- Effectively communicate company updates and changes to the customer service team to ensure alignment and clarity of goals.
- Serve as a liaison between customers and various departments to advocate for customer needs and influence product and service enhancements.
**Requirements:**
- Bachelor's degree in Business, Communications, or a related field.
- At least 6 years of experience in customer service, with a minimum of 2 years in a management or supervisory role.
- Proven ability to lead and motivate a diverse team in a remote work environment.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Excellent presentation and communication skills, with proficiency in both verbal and written formats.
- Resilience and motivation to face challenges head-on, fostering a positive attitude within the team.
- Familiarity with customer service software and tools, along with experience in CRM systems.
- Ability to work flexible hours, balancing part-time commitments while ensuring team coverage and support.
**What We Offer:**
- Competitive compensation and benefits package, including disability insurance, paid time off (PTO), and parental leave.
- The opportunity to work in a remote environment that values diversity and inclusivity.
- A supportive culture that encourages professional development and personal growth.
**Application Deadline:**
Please submit your application by November 3, 2024.
**Equal Opportunity Statement:**
Fraser & Neave Holdings Bhd is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.
How to apply: Apply on GrabJobs and you will be notified via email if shortlisted for the job.