**Job Title:** Online Customer Service Manager
**Company:** IOI Corporation Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6+
---
### Job Description:
IOI Corporation Berhad is seeking an experienced and motivated Online Customer Service Manager to join our team in Johor Bahru. In this part-time role, you will be pivotal in enhancing customer satisfaction through exemplary service and support. Your primary responsibility will be to lead the online customer service operations, ensuring that our customers receive timely and effective assistance, while cultivating strong relationships with our clients.
### Key Responsibilities:
- **Leadership and Team Management:**
- Oversee and manage the online customer service team, providing direction, training, and support to ensure the team's performance meets established targets.
- Foster a collaborative and professional atmosphere within the team, encouraging skill development and career growth.
- **Customer Support Strategy:**
- Develop, implement, and optimize customer service strategies and policies to improve the customer experience across online platforms (e.g., chat, email, social media).
- Identify customer needs through research, feedback, and data collection, and translate insights into actionable strategies for service improvement.
- **Performance Monitoring:**
- Establish metrics and KPIs to assess the effectiveness of online customer service operations.
- Regularly review team performance reports, customer feedback, and service fulfillment metrics to identify areas for improvement and ensure compliance with service standards.
- **Customer Interaction:**
- Personally handle escalated customer inquiries or complaints, demonstrating professionalism and a commitment to customer satisfaction.
- Maintain consistent communication with customers to ensure their needs are met and expectations exceeded.
- **Cross-Department Collaboration:**
- Collaborate with other departments (e.g., marketing, product development) to provide valuable customer insights and drive improvements in service offerings.
- Work with IT to ensure that online customer service tools and technologies are user-friendly, efficient, and effective.
- **Continuous Improvement:**
- Stay updated with industry trends, emerging technologies, and best practices in online customer service.
- Conduct regular training sessions for team members to ensure they are equipped with the latest knowledge and tools to excel in their roles.
### Requirements:
- **Education & Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- A minimum of 6 years' experience in customer service management, with at least 3 years in an online environment.
- **Skills & Competencies:**
- Proven ability to manage and lead a team effectively.
- Strong analytical skills and the ability to conduct research to identify customer trends and preferences.
- Exceptional time management skills, with the ability to handle multiple priorities and meet deadlines.
- **Personality Traits:**
- Driven: A self-starter who is motivated to achieve results and consistently meet goals.
- Reliable: Dependable and trustworthy, with a strong work ethic and commitment to excellence.
- **Soft Skills:**
- Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
- Strong problem-solving skills, with a focus on providing solutions and enhancing customer satisfaction.
### Benefits:
- Travel and spending expenses covered based on company policies.
- Company equipment provided for all necessary responsibilities.
- Disability insurance included for peace of mind.
### Working Environment:
At IOI Corporation Berhad, we cultivate a sense of ownership and responsibility at every level. Our team thrives on collaboration, innovation, and a commitment to serving our customers with excellence. We believe in empowering our employees to take initiative and develop their roles within the company.
### Equal Opportunity Statement:
IOI Corporation Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds to apply.
### Deadline to Apply:
Interested candidates are encouraged to submit their applications by **October 31, 2024**. Please include a resume and a cover letter outlining your relevant experience and why you would be a great fit for this role.
---
Join us in delivering exceptional customer experiences and be a part of our dynamic team at IOI Corporation Berhad!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.