Customer Service Manager

Job Description:

We are currently seeking a dedicated and resourceful Customer Service Manager to join our team at Kossan Rubber Industries Berhad in Malacca City, Melaka, MY. As a Mid-to-Senior Level position with 8 years of experience, the successful candidate will be responsible for overseeing all aspects of customer service operations to ensure the highest level of customer satisfaction.

Responsibilities: 1. Develop and implement customer service policies and procedures to enhance customer experience. 2. Manage a team of customer service representatives, including hiring, training, scheduling, and performance evaluation. 3. Handle escalated customer inquiries and complaints in a timely and professional manner. 4. Analyze customer feedback and data to identify areas for improvement and implement strategies to address them. 5. Collaborate with other departments, such as sales and marketing, to ensure a seamless customer experience. 6. Monitor customer service metrics and KPIs to track performance and identify trends. 7. Develop and maintain relationships with key customers to promote loyalty and retention. 8. Stay up-to-date on industry trends and best practices in customer service to drive continuous improvement.

Requirements: 1. Bachelor's degree in business administration or related field. 2. Proven experience in a customer service management role, preferably in the manufacturing industry. 3. Strong decision-making and planning skills. 4. Excellent communication and interpersonal skills. 5. Ability to lead and motivate a team to achieve departmental goals. 6. Proficiency in CRM software and Microsoft Office Suite. 7. Strong analytical and problem-solving abilities. 8. Ability to work independently and as part of a team.

Benefits: 1. Profit sharing opportunities. 2. Company-provided transportation. 3. Remote work flexibility.

Working Environment: At Kossan Rubber Industries Berhad, we cultivate leaders who foster inclusivity and mentorship. Our team values collaboration, innovation, and continuous learning.

Equal Opportunity Statement: Kossan Rubber Industries Berhad is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All qualified applicants will receive consideration for employment.

Deadline to Apply: 2024-07-12

Join our team and help us deliver exceptional customer service to our valued customers! Apply today.

How to apply:

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