Manager, Customer Service

Overview of the Position :

This role shall be responsible in managing the team's daily operations for both local and overseas countries to provide excellent support to the Independent Business Owners (IBOs) by addressing their inquiries, feedback, and complaints and to create a productive and efficient work environment while ensuring that the team meets service goals.

The role required to execute the below tasks and initiative :

Leadership & Team Management : Lead the team, enforces policy compliance, fosters performance excellence, and conducts training on product knowledge and service delivery standards.

Manage high volumes of incoming calls, member inquiries, feedback, and complaints : Ensure calls and inquiries from local and oversea members are handled in a timely and professional manner while resolving any complaints.

Make quick decisions to resolve issues efficiently : Act swiftly to solve any problems that arise, ensuring customers receive quick, efficient, and effective service.

Process Improvement and Strategy Implementation : Streamlining workflows, enhancing efficiency, reducing response times, improving customer service processes, and ensuring a seamless customer experience through cross-departmental collaboration and to enhance customer satisfaction and loyalty.

Performance Metrics : Establish and monitor closely the Key Performance Indicators (KPI) for the customer service team and regularly evaluate against set metrics, with corrective actions implemented when necessary and to generate reports to present to senior management.

Communications and Collaborations : Maintain clear communication within customer service and other departments i.e Operations, Supply Chain, Marketing, Sales, and Product Development for operational changes, promotions, company events to stay in the loop on any updates that may affect IBOs or customer service processes.

Reports and Budget Managements : Prepare reports on customer service performance, budget, manpower planning, and corrective actions : Preparing monthly CS reports, manpower planning and hiring, initiating corrective actions.

To be successful in this role, we are expecting the below :

• Possess an Advanced Diploma / Bachelor's Degree in Business Administration / Management or any related field of study.
• A minimum of 5 years in customer service, preferably in the MLM (Multi-Level Marketing), Direct Selling, or Retail Industry.
• Experienced in managing and leading a large team of Customer Service Assistants / Executives in both the call centres and walk-in sections.
• Proficient in both verbal and written in Bahasa Melayu, English and Mandarin as this role will communicate with internal and external stakeholders that speak and write in Mandarin.
• Proficient in Microsoft Office tools (Word, Excel, PowerPoint).
• Skilled in handling a high volume of calls and walk-in customer inquiries, feedback, and complaints. Ability to analyse data for continuous business improvement and ensure customer satisfaction.
• Strong problem-solving abilities with the capacity to manage issues creatively and maturely.
• Well-organized, able to work within established guidelines while managing tasks efficiently.
• Pleasant personality with excellent communication and interpersonal skills to foster a positive customer experience.
• Able to work under pressure, meet deadlines, and handle stress while maintaining high service standards.
• Work location : Bukit Jalil (Near to Pavilion Bukit Jalil)
• Working days : Monday to Friday (9am - 6pm)