Deskripsi Pekerjaan
Join Gas Malaysia Berhad as an Executive for our GMES Customer Careline and become a vital part of our commitment to exceptional customer service. As a key member of our team, you will lead, manage, and oversee our dedicated customer care agents to ensure they deliver professional and excellent assistance to all GMES customers.
In this dynamic role, you will be responsible for developing and implementing strategies to enhance customer satisfaction, resolve complex customer inquiries, and drive continuous improvement in our service delivery. You will work closely with cross-functional teams to identify opportunities for service optimization and ensure alignment with Gas Malaysia's customer-centric values.
This position offers the opportunity to make a significant impact on the customer experience while developing your leadership and management skills in a reputable energy company. If you are passionate about customer service excellence and possess strong leadership abilities, we encourage you to apply and contribute to our mission of delivering outstanding service to our valued customers.
Tanggung Jawab
- Manage, supervise, and mentor GMES Customer Careline agents to ensure high-quality service delivery
- Develop and implement customer service strategies aligned with Gas Malaysia's business objectives
- Monitor and analyze customer interactions to identify trends and areas for service improvement
- Handle escalated customer complaints and complex inquiries requiring specialized attention
- Train and coach customer service agents on product knowledge, communication skills, and problem-solving techniques
- Establish performance metrics and conduct regular evaluations to maintain service excellence
- Collaborate with other departments to address customer concerns and improve service processes
- Prepare regular reports on customer service performance and recommend actionable improvements
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 3-5 years of experience in customer service management, preferably in the energy or utility sector
- Proven track record of leading and developing high-performing customer service teams
- Strong analytical skills with the ability to interpret customer feedback and service metrics
- Excellent communication and interpersonal skills with the ability to handle difficult customer situations
- Proficiency in customer relationship management (CRM) systems and service desk software
- Knowledge of GMES products and services or willingness to learn quickly
- Ability to work in a fast-paced environment and adapt to changing customer needs