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Online Customer Service Manager

CACTUS LIFE SDN. BHD.Petaling Jaya, Selangor, Malaysia

1 day ago

Job description

Tasks & Responsibilities :

Sales & Performance Management :

Own and exceed monthly sales KPIs generated through online platforms.
Track and optimize online sales conversion rates, from inquiry to close.
Analyze daily interaction and order data to identify sales funnel drop-offs and implement process improvements.
Design sales workflows, response scripts, and auto-reply frameworks to maximize lead conversion.
Collaborate with Marketing to align on sales campaigns, upselling strategies, and real-time promotion execution.
Conduct regular sales coaching and conversion performance reviews with the CS team.

Customer Experience Leadership :

Oversee the daily operations of the online customer service team, ensuring high response speed (≥90% daily reply rate,

Handle escalated customer complaints and turn recovery moments into retention and upsell opportunities.

Set and manage CSAT / NPS targets, ensuring customer feedback translates into actionable product / service improvements.

Drive loyalty and repeat purchase through engagement strategies (e.g., wellness programs, retention campaigns).

Team Development & Process Optimization :

Recruit, onboard, and mentor a high-performing CS team with sales acumen.

Develop internal SOPs for chat handling, order tracking, and CRM updates.

Lead weekly stand-ups and monthly reporting on sales, service quality, and improvement initiatives.

Continuously improve response templates, escalation flows, and knowledge base resources to support faster sales enablement.

Qualifications & experience

Bachelor's degree in Business, Marketing, or related field.

At least 3 years of experience in online sales or customer service, preferably in e-commerce or social media-driven environments (e.g. Facebook).

Proven track record of achieving sales targets through online customer engagement.

Proficient in Microsoft Office Suite (Excel, PowerPoint, Word) and Google Drive.

Strong strategic planning and sales funnel optimization skills.

Adaptive and fast-paced thinker with a flexible problem-solving mindset.

Excellent in communication (English & Chinese) and stakeholder collaboration.

Highly self-directed with strong initiative and ownership of both service and revenue KPIs.

Languages required : English & Chinese

Benefits :

Basic + Commission

Yearly bonus & Increment

Hybrid working

Follow all Malaysia & Selangor Public Holidays

12 days annual leave

Medical Allowance (Dental / Vision)

13% EPF

work life balance culture

Employee development and training program

Career growth & career advancement

Free parking

Decentralized decision making

Opportunity to lead the department

Opportunity to present self

non toxic working environment

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Customer Service • Petaling Jaya, Selangor, Malaysia

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