**Job Title: Online Client Service Manager**
**Company: Boustead Holdings Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-time**
**Seniority: Associate Level**
**Years of Experience: 5**
**About Boustead Holdings Berhad:**
Boustead Holdings Berhad is a well-established investment holding company involved in various sectors including property, manufacturing, and services. Our commitment to excellence drives us to seek out dedicated professionals who can contribute to our dynamic team.
**Job Description:**
We are looking for a motivated and adaptable Online Client Service Manager to join our team at Boustead Holdings Berhad. As a key player in the client services department, you will leverage data to inform decisions, enhance our online service offerings, and drive strategic initiatives that align with our business goals. This role is essential in ensuring a high quality of client interaction and satisfaction while managing our online communication channels efficiently.
**Key Responsibilities:**
- **Client Relationship Management:** Establish and maintain strong relationships with clients through various online platforms, ensuring high customer satisfaction and loyalty.
- **Communication & Support:** Respond to client inquiries in a timely and professional manner, utilizing chat, email, and other digital communication tools to address issues, provide information, and resolve concerns.
- **Data Analysis:** Analyze client feedback and service metrics to gain insights into customer behavior and trends, utilizing this data to inform service improvements and to drive strategic initiatives.
- **Process Improvement:** Identify and implement process improvements to enhance the efficiency and effectiveness of online client service operations.
- **Collaboration with Teams:** Work closely with cross-functional teams, including marketing, sales, and product development, to ensure a unified approach to client engagements and service delivery.
- **Training & Development:** Assist in developing training materials and programs for team members to elevate the quality of client service and ensure consistency across all online channels.
- **Reporting:** Generate regular reports on client service performance metrics, presenting findings and actionable insights to senior management.
- **Project Management:** Lead or assist in project-based initiatives to improve online client services and prepare the team for future changes and enhancements in service offerings.
- **Client Feedback Loop:** Develop and manage a client feedback loop to continuously gather insights from clients, ensuring our offerings remain aligned with their needs and expectations.
**Requirements:**
- **Experience:** Minimum 5 years of experience in client services, customer support, or relevant areas, preferably in an online setting.
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field.
- **Technical Skills:** Proficiency in Microsoft Office Suite and familiarity with customer relationship management (CRM) tools and data analytics platforms.
- **Personality Traits:** Highly adaptable with a proactive approach, motivated to exceed client expectations, and committed to continuous improvement.
- **Soft Skills:** Strong decision-making abilities, exceptional attention to detail, and excellent verbal and written communication skills.
- **Team Player:** Ability to work both independently and collaboratively in a fast-paced environment.
**Benefits:**
- **Paid Time Off (PTO):** Enjoy a healthy work-life balance with a competitive PTO policy.
- **Employee Discounts:** Access exclusive discounts on company products and services.
- **Life Insurance:** Benefit from company-sponsored life insurance for peace of mind.
**Working Environment:**
You will operate in a data-driven environment where you will leverage analytics to inform decisions and drive strategic initiatives, fostering a culture of continuous improvement and operational excellence.
**Application Deadline:**
All applications must be submitted by **October 17, 2024**.
**Equal Opportunity Statement:**
Boustead 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 all qualified individuals regardless of race, gender, disability, sexual orientation, or age.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.