Customer Service Manager

Manager, Customer Service / CRM

Your new company
This established live commerce MNC is looking to add a multilingual (English, BM, Chinese) Customer Service Manager to their team. They will be in charge of organising and executing departmental functions and activities, interacting with stakeholders and have to be able to work with minimal supervision.

Your new role
As a Customer Service Manager your responsibilities include:
  • Understanding the key drivers of SLA performance and being able to recommend structural adjustments to customer service leaders and enablement team to ensure that the team resources are optimally utilised
  • Ability to identify the operational issues that are affecting the team and will be able to communicate clearly alongside relevant data to customer service leaders, while suggesting solutions to improve overall business impact (service levels, cost and team engagement)
  • Sound comprehension of live chat and call routing strategies and a good understanding of metrics used to evaluate live chat and call performance

What you'll need to succeed
To be successful in this role you must be:
  • Holding a Degree in either Business Management, Marketing, Public Relations or similar
  • Have had at least 3 years of industry experience in Customer Support / BPO / Call Center
  • Would be an advantage if holding previous experience in handling eCommerce CMS (NOPCommerce, Shopify, WooCommerce or Magento)
  • Experience in working any FB Live ordering systems is an advantage
  • Being able to speak in English, BM and Chinese dialects, and being able to write in English and Chinese
  • Able to be detail orientated in organising department activities and meeting deadlines

What you need to do now
If you're interested in this role, click 'apply now' to send in your up-to-date CV to waris.rahimi@hays.com.my or please do not hesitate to contact Waris Rahimi at +60376118648

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. #1231884

Summary

Job Type
Permanent
Industry
Advertising, Media and PR
Location
Malaysia
Specialism
Sales
Ref:
1231884

Talk to a consultant

Talk to Waris Rahimi, the specialist consultant managing this position, located in Sunway
Corporate Suite 19-01 at Sunway Resort Hotel,, Persiaran Lagoon,

Telephone: +60376118648

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