Customer Service Manager (Sales Support)

We arelooking for a qualified Customer Service Leader who are expected toperform the responsibilities, duties, and tasks given in thefollowing job description:

Responsibility :

• Monitoring customer service and consultants onfollowing up with sales and leads generated via exhibitions, retailoutlet, walk-in/ call-in inquiry ande-Shop.
• Allocate workload and job segregationto each of the teammates.
• Perform group leadresponsibility: communicate business information to the team,coordinate cross-coverage during employee absences, help the teamresolve customer supply issues and ensure job instructions areconsistently followed.
• Coordinate the teammembers’ efforts in addressing supply issues to ensure customersatisfaction.
• Responsible in monitoringcustomer service handling customer complaints &problem-solving.
• Initiate training developmentplan and organize necessary skills for all customerservice.
• Set and monitor service qualityobjectives and process improvement. Drive the team’s efforts toimplement.
• Review a weekly and monthlyreporting on departmental performance Sales KPI(up-sales).
• Lead the team members to manageback-order against customers’ deliveries to ensure no backlog andfailed delivery.
• Ensuring code of conduct andproper adherence to documentation procedures in relation to dailyoperations.
• Develop order processing and othercustomer service team procedure in details to ensure knowledgecapture on order processing.
• Set and evaluatePerformance Appraisal to customer service.
• TheCustomer Service department is required to co-operate withMarketing, Retail, Warehouse & Logistics, Technical, andAccounts department daily, Customer Service Manager required tomake sure company policy and regulation are alwaysfollowed.
• Make sure SOP is in place forcustomers.

Requirements:

• Minimum of 5 years of working experience,experience in the industry of Home Products and ElectricalAppliances is preferred.
• Candidate must possessa minimum of a Degree, Diploma in Business, Management, or relatedfield.
• Good oral and written skills in English,Mandarin, and Bahasa Malaysia.
• Requiredskill(s): MS Excel, MS Office, MS PowerPoint, and MSWord.
• Possess own cartransport.
• Demonstrate strengths in leadership,interpersonal, and organizationalskills.
• Cheerful outlook and confidentcollaborator.