Customer Service Manager

Job Description: We are looking for a reliable and resilient Customer Service Manager to join our team at MYEG Services Berhad in Johor Bahru, Johor, MY. The ideal candidate will have at least 5 years of experience in a customer service role and demonstrate excellent adaptability and project management skills. As a Customer Service Manager, you will be responsible for overseeing a team of customer service representatives, handling escalated customer inquiries, developing and implementing customer service policies and procedures, and monitoring customer satisfaction levels.

Responsibilities: 1. Manage a team of customer service representatives to ensure high quality service delivery 2. Handle escalated customer inquiries and provide resolutions in a timely and professional manner 3. Develop and implement customer service policies and procedures to improve efficiency and customer satisfaction 4. Monitor customer satisfaction levels and implement strategies to address any issues or concerns 5. Conduct regular performance reviews and provide coaching and feedback to team members 6. Collaborate with other departments to improve overall customer experience and resolve complex issues 7. Analyze customer service metrics and generate reports for management review 8. Identify training needs and provide ongoing training and development opportunities for team members 9. Stay up-to-date on industry trends and best practices in customer service management

Requirements: 1. Bachelor's degree in Business Administration or related field 2. Minimum of 5 years of experience in a customer service role, with at least 2 years in a supervisory or managerial position 3. Excellent communication and interpersonal skills 4. Strong project management skills 5. Ability to work well under pressure and handle multiple priorities 6. Experience with customer service software and CRM systems 7. Ability to analyze data and generate reports 8. Strong leadership and coaching skills 9. Demonstrated adaptability to changing business needs 10. Ability to work independently and as part of a team

Benefits: - Remote work flexibility - Parental leave - Disability insurance - Recognize and reward based on performance and merit

Equal Opportunity Statement: MYEG Services Berhad is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected status. All qualified applicants will receive consideration for employment.

How to apply:

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