**Job Title:** Support Manager
**Company:** Telekom Malaysia Berhad
**Location:** Malacca City, Melaka, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience Required:** 5 years
---
**Job Description:**
Telekom Malaysia Berhad is seeking a highly motivated and experienced Support Manager to join our dynamic team in Malacca City. This part-time position is suited for individuals looking to contribute to a leading telecommunications provider while enjoying a flexible work schedule. The successful candidate will play a crucial role in managing customer support operations, ensuring that our clients receive the highest level of service.
**Key Responsibilities:**
1. **Customer Support Management:**
- Oversee the daily operations of the customer support team, ensuring timely and effective responses to customer inquiries.
- Develop and implement support strategies to enhance customer satisfaction and loyalty.
- Monitor support interactions and assess performance metrics to identify trends and areas for improvement.
2. **Team Leadership:**
- Train, mentor, and empower support staff to deliver exceptional customer service.
- Foster a positive team environment that encourages open communication and collaboration.
- Conduct regular meetings with team members to review goals, discuss performance metrics, and address any challenges.
3. **Problem Resolution:**
- Utilize critical thinking skills to analyze complex customer issues and develop tailored solutions.
- Collaborate with other departmental managers to address and resolve systemic problems, ensuring that challenges are dealt with proactively.
- Escalate unresolved issues to higher management when necessary.
4. **Process Improvement:**
- Conduct research on industry best practices to continually enhance support processes and procedures.
- Identify opportunities for automation and system enhancements to streamline operations.
- Document and update support policies and procedures to reflect changes in business needs.
5. **Reporting and Analysis:**
- Prepare regular reports on customer satisfaction, support metrics, and team performance.
- Analyze data to make informed decisions and drive improvements in customer support operations.
- Present findings and recommendations to management.
6. **Customer Engagement:**
- Engage with customers to gather feedback and suggestions for improving services and products.
- Build strong relationships with key customers to understand their needs and expectations better.
- Participate in customer outreach initiatives to promote new services and address potential concerns.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communications, or related field.
- **Experience:** Minimum of 5 years in a customer support or management role, preferably within the telecommunications industry.
- **Personality Traits:**
- Energetic with a passion for helping others.
- Adaptable, able to thrive in a fast-paced, ever-changing environment.
- **Soft Skills:**
- Strong critical thinking skills to identify problems and develop effective solutions.
- Proficient research abilities to stay updated on industry trends and best practices.
- **Technical Skills:** Familiarity with customer support software and CRM tools.
- **Languages:** Proficiency in English and Malay; additional languages are a plus.
**Benefits:**
- Disability insurance
- Dental insurance
- Opportunities for training and professional development
- Flexible working hours
---
**Working Environment:**
At Telekom Malaysia Berhad, you'll flourish in a company culture that embraces change and responds resiliently to evolving challenges. We prioritize innovation, inclusivity, and teamwork, creating an environment where every team member can contribute and thrive.
**Application Deadline:** October 2, 2024
---
**Equal Opportunity Statement:**
Telekom Malaysia 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 for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status. We encourage individuals from all backgrounds to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
