Location: Menara Zurich, Johor / Sri Petaling, Kuala Lumpur
Key Responsibilities:
Team Leadership:
- Recruit, train, and manage the customer service team.
- Foster a positive team culture and encourage professional development.
Customer Experience Strategy:
- Develop and implement customer service strategies that enhance customer satisfaction and loyalty.
- Monitor and analyze customer feedback to identify areas for improvement.
Performance Management:
- Set performance metrics and ensure the team meets or exceeds these standards.
- Conduct regular performance reviews and provide constructive feedback.
Process Improvement:
- Identify opportunities for process optimization to streamline customer service operations.
- Implement best practices and new technologies to enhance service efficiency.
Cross-Department Collaboration:
- Collaborate with marketing, sales, and product development teams to address customer needs and feedback.
- Act as a voice of the customer within the organization.
Reporting and Analysis:
- Prepare reports on customer service performance and present findings to senior management.
- Use data to inform decision-making and strategy adjustments.
Qualifications:
- Bachelor’s degree in Business Administration, Communication, or related field.
- Minimum of 5 years of experience in customer service, with at least 2 years in a managerial or leadership role.
- Strong understanding of customer service principles and practices.
- Excellent communication and interpersonal skills.
- Proven ability to lead a team and drive performance improvements.
- Proficient in customer service software and tools.
- Strong analytical skills and ability to use data to drive decision-making.
