**Job Title:** Online Customer Service Manager
**Company:** YTL Corporation Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8+
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**Job Description:**
YTL Corporation Berhad is seeking a dedicated and experienced Online Customer Service Manager to join our dynamic team. In this mid-to-senior level role, you will lead our customer service efforts in an online capacity and play a crucial role in enhancing our customer experience.
**Key Responsibilities:**
1. **Team Leadership:**
- Manage and mentor a team of online customer service representatives, fostering a culture of excellence and continuous improvement.
- Conduct training sessions to equip team members with the necessary skills and product knowledge for exceptional customer service.
2. **Customer Engagement:**
- Develop and implement effective customer engagement strategies that enhance customer experience and retention.
- Respond to customer inquiries and complaints efficiently and effectively through various online channels including email, chat, and social media.
3. **Performance Management:**
- Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of the customer service operations.
- Prepare and present reports to senior management detailing performance metrics, customer satisfaction levels, and areas for improvement.
4. **Process Improvement:**
- Identify opportunities for process optimization in the customer service workflow to improve efficiency and customer satisfaction.
- Collaborate with other departments to ensure a seamless customer journey across all touchpoints.
5. **Strategic Planning:**
- Develop long-term strategies for increasing customer satisfaction and loyalty while effectively managing resources.
- Participate in strategic planning sessions to align customer service objectives with overall company goals.
6. **Conflict Resolution:**
- Employ strong negotiation skills to address customer issues, ensuring timely resolutions that result in positive outcomes for both the customer and the company.
- Handle escalated complaints and complex inquiries with professionalism and care.
7. **Staying Updated:**
- Keep abreast of industry trends, best practices, and customer service technologies to continually elevate the customer experience.
- Provide insights and recommendations to leadership based on market analysis and shifting customer expectations.
**Requirements:**
- Minimum of 8 years of experience in online customer service or a related field, with a proven track record in a managerial role.
- Exceptional interpersonal skills with a customer-first mindset.
- Strong strategic planning and organizational skills to manage a diverse range of projects simultaneously.
- Energetic and passionate personality with a proactive approach to problem-solving.
- Excellent negotiation skills and ability to handle conflict constructively.
- Proficiency in using customer service software and CRM tools.
- Strong analytical abilities and experience in data-driven decision making.
- Fluency in English; proficiency in additional languages is a plus.
**Benefits:**
- Visa sponsorship for qualified candidates.
- Complimentary gym membership for a healthy work-life balance.
- Free accommodation provided for part-time employees.
**Working Environment:**
At YTL Corporation Berhad, we empower our employees to take ownership of their roles and make impactful decisions. We believe in fostering an innovative environment that encourages professional growth and emphasizes the importance of collaboration.
**Application Deadline:** October 19, 2024.
**Equal Opportunity Statement:**
YTL Corporation Berhad 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, gender, sexual orientation, gender identity or expression, national origin, genetics, disability, age, or veteran status. We encourage all candidates, regardless of background, to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.