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Online Customer Service Manager

Online Customer Service Manager

CACTUS LIFE SDN. BHD.Petaling Jaya, Selangor, Malaysia
2 hari lalu
Penerangan pekerjaan

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
    • Buat amaran kerja untuk carian ini

    Customer Service • Petaling Jaya, Selangor, Malaysia

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