**Job Title:** Customer Support Manager - Work from Home
**Company:** Fraser & Neave Holdings Bhd
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
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**Job Description:**
Fraser & Neave Holdings Bhd is seeking a highly skilled and motivated Customer Support Manager to join our dynamic team. This is a part-time position, primarily work-from-home, ideal for individuals who excel in a fast-paced environment and have a passion for delivering exceptional customer service. As a mid-to-senior level role, you will be tasked with leading our customer support team in providing outstanding service while implementing best practices in customer satisfaction and support processes.
**Responsibilities:**
- **Team Leadership:** Supervise and mentor the customer support team, providing guidance to ensure effective handling of customer inquiries across various channels (phone, email, live chat).
- **Strategy Development:** Develop and implement effective customer support strategies and processes aimed at enhancing customer satisfaction and loyalty.
- **Performance Management:** Monitor team performance metrics, analyze feedback, and generate reports; identify areas for improvement and implement actionable solutions.
- **Customer Interaction:** Engage directly with customers to resolve complex issues, providing high-quality support and creating positive experiences that align with the company's values.
- **Training and Development:** Conduct training sessions for new and existing staff on CRM systems, product knowledge, and customer support best practices.
- **Collaboration:** Work closely with cross-functional teams, including sales, marketing, and product development, to ensure customer feedback is accurately communicated and considered in business strategy.
- **Feedback Management:** Establish systems to gather and analyze customer feedback effectively, ensuring that insights are integrated into continuous improvement efforts.
- **Compliance and Standards:** Ensure all customer support practices comply with regulatory standards and the company's commitment to environmental responsibility and sustainable practices.
- **Crisis Management:** Develop and implement crisis management communication plans to handle challenging situations that may impact customer satisfaction.
**Requirements:**
- Bachelor's degree in Business Administration, Communication, or a related field.
- Minimum of 6 years of experience in customer support, with at least 2 years in a managerial role or equivalent experience.
- Proven track record of successfully managing customer support teams and initiatives.
- Strong critical thinking skills and the ability to analyze complex situations to develop effective solutions.
- Exceptional attention to detail, ensuring accuracy in all customer interactions and reporting.
- Demonstrated capacity to adapt to changing environments and independently manage tasks and responsibilities.
- Excellent verbal and written communication skills in English; proficiency in other languages is a plus.
- Strong knowledge of customer relationship management (CRM) software and support ticket systems.
- Experience with performance metrics and KPIs related to customer satisfaction.
**Benefits:**
- Travel opportunities as part of team-building activities or company initiatives.
- Comprehensive medical coverage.
- Gym membership to promote health and well-being.
**Working Environment:**
Fraser & Neave Holdings Bhd is fully committed to environmental responsibility and sustainable practices. We foster a work culture that values eco-friendly operations and encourages team members to engage in sustainable activities both personally and professionally.
**Application Deadline:**
Please submit your application by October 24, 2024.
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**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. All qualified applicants will receive consideration without regard to race, color, religion, sex, gender identity, national origin, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.