**Job Title: Online Customer Service Manager**
**Company:** S P Setia Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
---
### **Job Overview**
S P Setia Berhad is seeking a dedicated and experienced Online Customer Service Manager to join our dynamic team in George Town, Penang. This part-time position offers a unique opportunity for a seasoned professional to lead our online customer service initiatives. The successful candidate will be responsible for enhancing customer satisfaction by managing interactions through various online channels, ensuring that every client experience aligns with our commitment to excellence. The ideal candidate is reliable, confident, and possesses a deep understanding of customer service principles.
### **Key Responsibilities**
1. **Team Leadership:**
- Recruit, train, and mentor a customer service team focused on providing exceptional online support.
- Foster a culture of collaboration and continuous improvement within the team.
2. **Customer Engagement:**
- Manage customer inquiries across multiple online platforms, including social media, email, chat, and forums.
- Develop strategies to enhance customer engagement and satisfaction.
3. **Performance Management:**
- Monitor performance metrics and KPIs related to online customer service to identify areas for improvement.
- Prepare regular reports on customer interactions, issues, resolutions, and feedback for analysis.
4. **Process Improvement:**
- Collaborate with other departments to streamline processes and ensure seamless interaction between online customer support and other operational functions.
- Design and implement innovative solutions to enhance the customer journey.
5. **Problem Resolution:**
- Handle escalated customer issues with professionalism and urgency, ensuring timely and effective resolutions.
- Develop and maintain a comprehensive FAQ and knowledge base to empower customers and reduce interaction times.
6. **Training and Development:**
- Conduct training sessions for team members to enhance their product knowledge, communication skills, and service techniques.
- Stay current with industry trends to ensure the team is equipped with the latest tools and strategies.
7. **Customer Feedback Analysis:**
- Gather and analyze customer feedback to identify common issues and areas for improvement.
- Utilize customer insights to inform strategic decisions and service enhancements.
8. **Ethical Standards:**
- Uphold the highest standards of ethical conduct and integrity in all customer interactions.
- Ensure compliance with company policies and legal regulations.
### **Requirements**
#### **Education & Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in customer service management, with a focus on online channels.
#### **Soft Skills:**
- **Communication:** Exceptional verbal and written communication skills to effectively interact with clients and team members.
- **Innovation:** A strong aptitude for creative problem-solving and a proactive approach to improving processes.
#### **Personality Traits:**
- **Reliable:** A strong sense of responsibility and dependability; someone who can be counted on to fulfill commitments.
- **Confident:** The ability to make decisions independently and convey assurance in dealings with customers and staff.
#### **Technical Proficiency:**
- Familiarity with customer service software (e.g., Zendesk, Freshdesk) and CRM tools.
- Proficient in using social media platforms for customer engagement.
### **Benefits**
- Life insurance
- Medical coverage
- Travel and spending expenses
### **Working Environment**
- Committed to upholding the highest standards of ethical conduct and integrity in all interactions with customers and team members.
### **Application Process**
Interested candidates are invited to submit their applications, including a resume and cover letter, by **September 21, 2024**.
**Equal Opportunity Statement:**
S P Setia 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 and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
