Online Customer Support Manager

Job Description:

Fraser & Neave Holdings Bhd is seeking a dynamic and experienced Online Customer Support Manager to join our team in Kuala Lumpur, MY. As a Mid-to-Senior Level position with a minimum of 7 years of experience, the Online Customer Support Manager will be responsible for managing and overseeing all aspects of online customer support operations.

Responsibilities: 1. Develop and implement strategies to enhance the overall online customer support experience. 2. Manage a team of online customer support specialists to ensure excellent customer service delivery. 3. Work closely with the marketing and sales teams to address customer inquiries and issues in a timely and efficient manner. 4. Monitor and analyze online customer support metrics to identify areas for improvement and drive performance optimization. 5. Develop training programs to educate online customer support staff on best practices and industry trends. 6. Collaborate with IT and web development teams to troubleshoot technical issues related to online customer support platforms. 7. Lead and participate in cross-functional projects to improve overall customer satisfaction and retention. 8. Stay up-to-date on industry trends and best practices in online customer support to maintain a competitive edge.

Requirements: 1. 7+ years of experience in online customer support management or related field. 2. Energetic and dedicated personality traits with a passion for customer service excellence. 3. Strong leadership and planning skills to effectively manage a team and drive results. 4. Excellent communication and interpersonal skills to interact with customers and internal teams. 5. Proven track record of implementing successful online customer support strategies. 6. Ability to thrive in a fast-paced and dynamic work environment. 7. Bachelor's degree in Business Administration or related field preferred.

Benefits: - Company transportation for easy commuting to and from work. - Free accommodation for eligible employees. - Paid sick leave for time off due to illness.

Working Environment: Joining Fraser & Neave Holdings Bhd means becoming part of a company that transcends borders and promotes collaboration on a global scale. Our diverse and inclusive working environment encourages creativity, innovation, and teamwork.

Deadline to Apply: Interested candidates must submit their applications by May 6, 2024.

Equal Opportunity Statement: Fraser & Neave Holdings Bhd is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, or disability. We are committed to building a diverse and inclusive workforce where all employees feel valued and respected.

How to apply:

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