**Job Title:** Customer Support Manager - Remote Work
**Company:** Proton Holdings Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
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### **Job Description**
Proton Holdings Berhad is seeking a highly-skilled and experienced **Customer Support Manager** to join our dynamic team. This remote position offers the flexibility you need while enabling you to contribute meaningfully to our customer success efforts. As a Customer Support Manager, you will play a vital role in overseeing our customer support operations, ensuring that our clients receive outstanding service and that their issues are resolved promptly and efficiently.
### **Key Responsibilities:**
1. **Team Leadership & Development**
- Lead, mentor, and develop a high-performing customer support team, providing coaching and constructive feedback.
- Establish and maintain best practices for team operations, ensuring a consistent and exceptional customer experience.
2. **Customer Relationship Management**
- Build and maintain strong relationships with customers to understand their needs, ensuring a proactive approach to support.
- Implement customer feedback mechanisms to enhance service delivery and product offerings.
3. **Operational Oversight**
- Monitor daily operations of the customer support team, ensuring targets and KPI's are met.
- Identify areas of improvement in the support process, and implement effective solutions.
4. **Reporting & Analysis**
- Analyze customer interactions and trends to develop insights that will drive improved service levels.
- Generate regular reports on support metrics and team performance for senior management.
5. **Collaboration**
- Work closely with other departments, such as product development and marketing, to relay customer insights and feedback.
- Collaborate on training materials and onboarding processes for new support staff.
6. **Problem Resolution**
- Handle escalated customer inquiries and issues, ensuring swift and effective resolution.
- Develop and maintain a knowledge base of common customer issues and resolutions.
7. **Quality Assurance**
- Conduct regular assessments of team performance and customer satisfaction levels to ensure high standards are consistently achieved.
- Pursue excellence in every aspect of customer support delivery and address any discrepancies promptly.
### **Requirements:**
- **Experience & Education**
- Bachelor's degree in Business, Communication, or a relevant field.
- Minimum of 6 years of experience in customer support management, preferably in a remote environment.
- **Technical Skills**
- Proficient in customer support software and CRM systems.
- Strong analytical skills with the ability to interpret data and provide actionable insights.
- **Personality Traits**
- **Reliable:** Shows consistency in performance and attendance, taking responsibility for personal and team outcomes.
- **Independent:** Demonstrates self-motivation and the ability to work autonomously while managing time effectively.
- **Soft Skills**
- **Attention to Detail:** Ensures accuracy in all written communication and documentation, and pays close attention to customer needs.
- **Adaptability:** Thrives in a fast-paced environment, adjusting to new challenges and shifting priorities with ease.
### **Benefits:**
- Competitive salary package.
- Disability insurance to provide peace of mind.
- Parental leave to support family needs.
- Life insurance coverage for your security and well-being.
### **Working Environment:**
At Proton Holdings Berhad, we pursue excellence in every endeavor, setting a high standard for achievement. We believe that a positive working environment fosters innovation and teamwork, even in a remote setting.
### **Application Deadline:**
Please submit your application by **October 10, 2024.**
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**Equal Opportunity Statement:**
Proton Holdings Berhad 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, experiences, and perspectives.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
