Customer Service Manager

To support our growth plans, we seek to recruit a collaborative, dynamic and results-driven individual to join us as Customer Service Manager.

Responsibilities:

• Lead the Customer Experience and Operations Admin (CEOPA) Dept to ensure order information is correctly capture in the system and documents on-time handed over to the Operations Team for fulfilment.
• Lead the dept to deliver excellent customer service and to provide timely and accurate response to customer queries/issues relating to matters following order-processing.
• Resolve escalated customers' issues and work with relevant internal stakeholders to resolve where necessary.
• Set standards, policies and processes to ensure that high standard of customer service level are achieved.
• Work with Operations Department to deliver quality products and services aligned to service level agreement.
• Improve operational efficiency and effectiveness to reduce operating expenses.

Requirements:

• At least a Diploma in Business Management or related fields.
• Min. 4 years of experience in a contact centre operations with at least 2 years in a supervisory capacity in managing a team of 5 - 10.
• Strong customer centric personality with excellent analytical and problem solving skills.
• Excellent conflict resolution skills and ability to handle difficult customers and issues.