**Job Title:** Customer Support Manager
**Company:** Kossan Rubber Industries Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience Required:** 7
### Job Description
Kossan Rubber Industries Berhad is seeking a dedicated and energetic **Customer Support Manager** to join our dynamic team in Johor Bahru. In this pivotal role, you will be responsible for overseeing and improving customer support operations, ensuring that our clients receive exceptional service consistent with our company's high standards. If you are passionate about customer experience and have a solid background in managing support teams, we would love to see your application.
### Key Responsibilities
- **Team Leadership:** Supervise and mentor a team of customer support representatives, providing guidance, training, and performance assessments to ensure high levels of service delivery.
- **Operational Management:** Develop and implement strategies for customer support that enhance service quality and efficiency. Monitor daily operations to ensure compliance with company policies and standards.
- **Customer Relationship Management:** Maintain and build strong relationships with clients to understand their needs and resolve issues effectively. Act as an escalation point for complex customer inquiries or complaints.
- **Performance Metrics:** Define key performance indicators (KPIs) for the customer support team and conduct regular evaluations to assess performance. Identify areas for improvement and implement new processes or technologies as needed.
- **Feedback Implementation:** Gather customer feedback through various channels and utilize this information to drive improvements in products and services.
- **Collaboration:** Work closely with cross-functional teams (including sales, product development, and marketing) to provide insights on customer preferences and trends, ensuring a well-rounded approach to customer satisfaction.
- **Research and Analysis:** Conduct market research and analyze customer service trends to identify opportunities for enhancing service delivery and customer retention strategies.
- **Budget Management:** Assist in the development and management of the customer support department's budget, ensuring cost-effective operations that align with business objectives.
- **Crisis Management:** Develop contingency plans for potential service disruptions and ensure rapid response to emergency customer service situations to minimize impact on clients.
### Requirements
- **Education:** Bachelor's degree in business administration, communications, or a related field.
- **Experience:** Minimum of 7 years of experience in customer service, with at least 3 years in a supervisory or managerial role. Experience in the rubber or manufacturing industries is a plus.
- **Personality Traits:** A dedicated and energetic individual who thrives in a fast-paced environment.
- **Soft Skills:**
- Strong research capabilities to gather and comprehend data relevant for improving customer services.
- Excellent critical thinking skills to analyze customer feedback and develop actionable strategies.
- **Technical Skills:** Proficiency in customer relationship management (CRM) software, data analysis tools, and Microsoft Office Suite.
- **Communication Skills:** Exceptional verbal and written communication skills, with a focus on clarity and professionalism during customer interactions.
### Benefits
- **Employee Discounts:** Enjoy special discounts on company products.
- **Dental Insurance:** Comprehensive dental coverage for you and your family.
- **Gym Membership:** Company-sponsored gym membership to promote a healthy work-life balance.
### Working Environment
At Kossan Rubber Industries Berhad, we recognize and reward our employees based on performance and merit. We strive for a supportive and collaborative atmosphere that encourages growth and innovation.
### Application Deadline
Interested candidates are encouraged to submit their applications by **October 6, 2024**.
### Equal Opportunity Statement
Kossan Rubber Industries Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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.
Join us at Kossan Rubber Industries Berhad and make a significant impact within our customer support team while developing your career!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
