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Remote / Work From Home - Customer Service Manager
Nautilus ConsultingGeorge Town, Penang, Malaysia1 day ago
Job descriptionDiploma / Degree in Business Administration, Communications, or a related field. Minimum 5 years’ experience in customer service, with at least 2 years in a managerial or supervisory role. Strong leadership, coaching, and people management skills. Fluent in English (verbal, written and reading) with the ability to communicate in Mandarin. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients. Proven problem-solving and conflict-resolution abilities. Experience with CRM systems, live chat, and customer support tools. Ability to work in a fast-paced environment and handle multiple priorities. Customer-focused mindset with a passion for service excellence. Data-driven and able to translate analytics into actionable strategies. Adaptable and open to change in a dynamic business environment. Competitive salary and performance-based incentives. Opportunities for professional growth and career development. Supportive and collaborative work environment. Which of the following types of qualifications do you have? Which of the following statements best describes your right to work in Malaysia? How would you rate your Mandarin language skills? What's your expected monthly basic salary? How many years' experience do you have as a customer services manager? Which of the following languages are you fluent in?
Overview
Remote / Work From Home - Customer Service Manager
About the Role : We are seeking an experienced and driven Customer Service Manager to lead our customer service operations. This role will oversee the performance and development of the customer service team, ensure service excellence across all channels, and implement strategies to enhance customer satisfaction and retention.
Key Responsibilities
- Lead, coach, and manage the customer service team to achieve KPIs and service targets.
- Develop and implement customer service policies, standards, and procedures.
- Monitor daily operations to ensure timely, accurate, and professional handling of customer inquiries, complaints, and escalations.
- Analyse customer feedback and service metrics to identify trends, issues, and opportunities for improvement.
- Collaborate with internal departments (e.g., Sales, Marketing, Operations, Product) to address service issues and improve the customer experience.
- Prepare regular performance reports for management review.
- Plan and deliver training programs to enhance team skills and product knowledge.
- Stay updated on industry best practices and customer service technologies to continuously improve processes.
Requirements
Preferred Attributes
What We Offer
Application questions
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Customer Service • George Town, Penang, Malaysia
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