Online Customer Service Manager

Job description:

We are looking for a detail-oriented and customer-focused Online Customer Service Manager to join our team at Westports Holdings Berhad in George Town, Penang, MY. As an Associate Level Manager, you will be responsible for overseeing and managing the online customer service team to ensure excellent customer experiences and satisfaction.

Responsibilities:- Develop and implement strategies to improve online customer service processes and procedures- Monitor and manage online customer service channels, including email, chat, and social media- Train and mentor online customer service representatives to provide timely and accurate responses to customer inquiries and issues- Analyze customer feedback and data to identify trends and areas for improvement- Collaborate with other departments to address customer concerns and enhance the overall customer experience- Implement customer service policies and procedures to ensure consistency and quality service delivery- Monitor and report on key performance indicators related to online customer service activities- Handle escalated customer complaints and issues in a professional and timely manner

Requirements:- Bachelor's degree in Business Administration or related field- 5 years of experience in online customer service management- Strong leadership skills and the ability to motivate and inspire a team- Excellent communication and interpersonal skills- Resilient and able to handle high-pressure situations with grace- Highly analytical with strong problem-solving skills- Creative thinker with the ability to innovate and improve processes- Proficient in customer service software and tools- Experience in e-commerce or online retail industry is a plus

Benefits:- Training and professional development opportunities- Vision insurance- Remote work flexibility

Equal opportunity statement:Westports Holdings Berhad is an equal opportunity employer and is committed to promoting equality and fairness for all employees. We welcome and encourage applications from individuals of all backgrounds and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.