Talent.com
Tawaran kerja ini tidak tersedia di negara anda.
Customer Relations Manager (Remote based)

Customer Relations Manager (Remote based)

Alpha Iota BPO Sdn BhdKuala Lumpur, Malaysia
30+ hari lalu
Jenis pekerjaan
  • Quick Apply
Penerangan pekerjaan

Join Our Alpha Iota Family, Where Everyone Wins!

  • Exciting Work-from-Home Opportunities
  • Learning & Development Programs to Upskill Yourself
  • Lucrative Salary Package
  • Health and Wellness Perks & Benefits
  • Motivating and Supportive Teams
  • and lots more!

Alpha Iota is based in Southeast Asia , where we are rapidly growing and are constantly on the lookout for talented individuals like yourself who want to make a difference and kickstart their successful careers. Heres what awaits you at Alpha Iota!

Role Summary :

The Customer Relations Manager is responsible for overseeing the Customer Service (CS) team to ensure high-quality customer support and satisfaction. This role involves strategic planning, performance management, process improvement, and fostering a customer-centric culture. The Customer Relations Manager will collaborate with cross-functional teams to drive efficiency, enhance customer experiences, and contribute to business growth.

What would you be doing :

Team Leadership & Management :

  • Supervise and mentor Senior Team Leads to effectively manage their respective teams.
  • Provide guidance, coaching, and performance feedback to ensure continuous development.
  • Foster a positive and high-performing team culture aligned with company values.
  • Customer Service Operations :

  • Oversee the daily operations of the Customer Service team, ensuring timely and effective resolution of customer inquiries and issues.
  • Implement and maintain customer service standards, policies, and procedures.
  • Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure operational efficiency.
  • Analyze customer feedback and operational data to identify areas for improvement.
  • Process Improvement & Strategy :

  • Develop and implement strategies to enhance customer satisfaction and retention.
  • Optimize workflows and introduce automation or technology solutions to improve efficiency.
  • Collaborate with other departments (Sales, Transactions, Marketing, etc.) to ensure a seamless customer journey.
  • Drive initiatives to reduce customer complaints and enhance service quality.
  • Reporting & Analysis :

  • Generate and review reports on team performance, customer feedback, and service trends.
  • Present insights and recommendations to senior management to support business decisions.
  • Ensure compliance with company policies and industry best practices.
  • Stakeholder Management :

  • Serve as the primary escalation point for complex customer issues.
  • Work closely with internal and external stakeholders to resolve challenges effectively.
  • Represent the Customer Relations team in cross-departmental meetings and initiatives.
  • To be successful in this role, you will need to have :

  • Experience in a fast-paced and customer-focused environment.
  • Ability to handle high-pressure situations and complex escalations.
  • Strong project management and organizational skills.
  • Must be fluent in Mandarin, English, and Malay to communicate effectively with a diverse customer base.
  • Minimum 4 years of experience in customer service, with at least 2 years in a managerial role.
  • Proven experience in leading and coaching senior-level team members.
  • Strong understanding of customer service principles, tools, and best practices.
  • Excellent leadership, communication, and problem-solving skills.
  • Ability to analyze data, identify trends, and implement strategic improvements.
  • Proficiency in CRM software and customer service technologies.
  • Keen to understand more?

    Send your resume to recruitment@alphaiotabpo.com today and lets chat!

    Buat amaran kerja untuk carian ini

    Customer Manager • Kuala Lumpur, Malaysia