Customer Service Manager

Overview

We are seeking an exceptional Customer Service Manager to join our dynamic team at OTC Cosmetic Industries Sdn Bhd. In this full-time role, you will be responsible for overseeing all aspects of customer service operations at our Sungai Buloh, Selangor location. As a key member of our Retail & Consumer Products management team, you will play a vital role in delivering exceptional customer experiences and driving business growth. What you'll be doing

Manage a team of customer service representatives, providing leadership, coaching and performance management Develop and implement strategies to enhance customer satisfaction, loyalty and retention Monitor and analyze customer service data to identify trends and opportunities for improvement Liaise with other departments to ensure seamless coordination and problem-solving Handle escalated customer complaints and queries, working to find effective resolutions Assist in payment collection of the company Contribute to the development and refinement of customer service policies and procedures Foster a positive, customer-centric culture within the team Work closely with Production office What we're looking for

Minimum 5 years of experience in a customer service management role, preferably in the retail or consumer products industry Strong people management and leadership skills, with the ability to motivate and develop a team Excellent communication and interpersonal skills, with the ability to build rapport with customers and stakeholders Highly organized and detail-oriented, with the ability to multitask and prioritize effectively Proficient in data analysis and using customer service metrics to drive continuous improvement Problem-solving mindset and the ability to think creatively to resolve customer issues What we offer

At OTC Cosmetic Industries Sdn Bhd, we are committed to providing our employees with a rewarding and fulfilling work environment. In addition to a competitive salary, we offer a range of benefits, including : Comprehensive health and wellness package Generous holiday allowance and flexible work arrangements Opportunities for professional development and career advancement Collaborative and supportive team culture About us

OTC Cosmetic Industries Sdn Bhd is a leading provider of high-quality cosmetic products in the Malaysian market. With a strong focus on innovation, customer satisfaction, and sustainable business practices, we are committed to delivering exceptional value to our customers and stakeholders. Join our team and be a part of our exciting growth journey! Apply now for this exciting opportunity to become our next Customer Service Manager.

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