Job Description:
- Troubleshoot and resolve operational issues escalated by CR team members and implement preventive measures.
- Manage staff’s productivity and explore ways to enhance the quality of service to customers.
- Regular review of workflow and propose improvement to ensure smooth daily operation.
- Ensure proper recording and accuracy of data kept for KPI reporting.
- Collate and prepare CR activities reports and submit to Head Office.
- Manage customer database master to ensure compliance to company policy.
- Manpower deployment to handle overflowing tasks across sections.
- Provide training and guidance to team members or new hires.
- Manage CS projects and Kaizen activities.
- Project management in improvement projects e.g. Order Automation, RPA and Chat Bot.
- Monitor order processing status and ensure that orders are processed within the various cut-off time.
- Cover operation duties when the team is shorthand due to unforeseen circumstances.
- Liaise with Sales Team and Accounts Team over AR matters and suspension of account.
- Assist in general product inquiry, customer feedback or complaints.
- Liaise with Business Development Team and supplier on customer’s orders, product claims and return cargos.
- Liaise with Sales Team and Shipping Team on customers’ orders and delivery status.
- Conduct weekly meeting.
- Verify Credit/Debit Notes
Requirement:
- Minimum at least Diploma in any field
- Minimum 6-8 years Customer Service experience (preferably in a trading company)
- At least 4 years at managerial level
- Service-oriented and good customer service skills
- Able to travel (Klang Valley, outstation if requires)
Perks & Benefits
- Allowance (travel stipends, transportation, etc.)
- Nearby public transport
- Medical insurance
- Personal leave
- Personal development opportunities
- Performance Bonus
Job Location
KL Eco City, Kuala Lumpur
Click to view the location on Google maps
