Deskripsi Pekerjaan
Are you a seasoned customer service professional looking to take the next step in your career with a renowned industry leader? Tan Chong Motor Holdings Berhad is seeking a dynamic and results-driven Assistant Manager, Customer Service to join our team in Kuala Lumpur.
In this pivotal role, you will act as a bridge between operational excellence and customer satisfaction. You will be responsible for overseeing daily call centre operations, ensuring that our service standards remain industry-leading while proactively managing credit control functions. The ideal candidate will be a natural leader capable of mentoring a high-performing team, identifying opportunities for upsells, and implementing retention strategies that drive long-term business growth.
If you are passionate about enhancing the customer experience and have a proven track record in service management, credit control, and team leadership, we want to hear from you. Join us in shaping the future of service excellence at Tan Chong Motor.
Tanggung Jawab
- Lead and oversee daily customer service operations, ensuring high standards of efficiency and quality.
- Directly manage credit control activities to ensure timely recovery and minimize outstanding receivables.
- Analyze customer feedback and operational data to drive service improvements and resolution efficiency.
- Develop and execute effective customer retention and upselling programs to boost revenue and brand loyalty.
- Monitor and evaluate team performance through KPIs, providing regular coaching, training, and feedback.
- Act as an escalation point for complex customer inquiries, ensuring professional and swift resolutions.
- Collaborate with cross-functional departments to streamline service workflows and enhance the overall customer journey.
Kualifikasi
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum of 5 years of experience in customer service or call center management, with at least 2 years in a supervisory role.
- Proven track record in credit control and financial reconciliation processes.
- Strong analytical skills with proficiency in CRM software and performance tracking tools.
- Excellent verbal and written communication skills in English and Bahasa Malaysia.
- Ability to thrive in a fast-paced environment and handle pressure effectively.
- Strong leadership skills with a demonstrated ability to motivate and mentor diverse teams.