Deskripsi Pekerjaan
Are you a dynamic leader ready to transform customer experiences? Be International Marketing Sdn. Bhd. is seeking a passionate Manager/Assistant Manager, Customer Service & Operations to spearhead our service excellence initiatives. In this pivotal role, you'll drive operational efficiency, mentor high-performing teams, and architect innovative customer solutions that elevate our brand reputation. Join a forward-thinking organization where your leadership directly impacts business growth and customer loyalty.
As the bridge between strategy and execution, you'll optimize service workflows, implement performance metrics, and foster a culture of continuous improvement. This position offers the opportunity to shape the future of customer engagement while collaborating with cross-functional teams to deliver seamless omnichannel experiences.
Tanggung Jawab
- Oversee daily operations of customer service teams and service delivery channels
- Develop and implement customer service policies, SLAs, and quality control measures
- Lead, mentor, and motivate teams to achieve performance targets and service excellence
- Analyze customer feedback and operational data to identify improvement opportunities
- Coordinate with sales, logistics, and product teams to resolve complex customer issues
- Implement training programs to enhance team capabilities and customer handling skills
- Monitor KPIs including CSAT, FCR, and response times; prepare performance reports
- Drive process automation and technology adoption to streamline operations
Kualifikasi
- Bachelor's degree in Business Administration, Marketing, or related field
- 3-5 years experience in customer service management or operations leadership
- Proven track record in team building and performance optimization
- Strong analytical skills with experience in CRM systems (Salesforce, Zendesk)
- Exceptional communication and conflict resolution abilities
- Proficiency in data analysis tools and performance metrics interpretation
- Customer-centric mindset with ability to translate feedback into actionable strategies
- Fluency in English and Bahasa Malaysia; multilingual skills preferred