Customer Service Manager

Job Description:

We are seeking a talented and experienced Customer Service Manager to join our team at British American Tobacco Malaysia in George Town, Penang. As the Customer Service Manager, you will be responsible for overseeing the customer service operations and ensuring high levels of customer satisfaction. You will play a key role in managing a team of customer service representatives, handling customer inquiries and complaints, and implementing strategies to improve customer service processes and procedures.

Responsibilities: - Develop and implement customer service policies and procedures - Manage a team of customer service representatives - Handle customer inquiries and resolve complaints in a timely and professional manner - Monitor customer satisfaction levels and implement strategies to enhance customer experience - Analyze customer feedback and data to identify areas for improvement - Collaborate with other departments to ensure seamless customer service operations - Train and coach customer service representatives to deliver excellent service - Conduct performance evaluations and provide feedback to team members - Develop and maintain relationships with key clients and partners - Stay up-to-date on industry trends and best practices in customer service

Requirements: - Bachelor's degree in Business Administration or related field - Minimum of 6 years of experience in customer service management - Strong leadership and communication skills - Proven track record of achieving customer service targets and KPIs - Ability to multitask and prioritize in a fast-paced environment - Resourceful and reliable with a strong attention to detail - Excellent cooperation and teamwork skills - Ability to conduct research and analyze data to make informed decisions

Benefits: - Free accommodation - Employee discounts - Paid overtime

Working Environment: Join a dynamic and innovative team at British American Tobacco Malaysia and be part of a company that pioneers change and sets industry benchmarks.

Deadline to apply: 2024-06-11

Equal Opportunity Statement: British American Tobacco Malaysia is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.