Customer Service Development Manager

Fruit Pie

Client 

Location

:  

:  

Global Logistics HQ

Must have skill(s) : 

Kuala Lumpur, Malaysia

In-depth experience in driving Customer Service Excellence in high performance teams.

About the Client:

Our Client is the first international air express company to set up operations in Malaysia since 1973. With their experience in local and regional markets, they offer the highest level of quality and service in a total logistics solution. They continue to invest in people to make improvements in infrastructure and systems. In line with this, they are looking for an experienced Customer Service Development Manager to drive their contact centre service excellence and bring it to the next level.

What This Role Involves:

You will drive and facilitate the achievement of service excellence via the adoption of best demonstrated practices through improvement programmes and develop Customer Service professionals via different training programs.

Identify process gaps to create a more seamless department whilst managing counseling and coaching activities aimed at reinforcing strengths and
bridging weaknesses in the different sub-functions of Customer Service.

Monitor the day-to-day application of organizational processes and procedures within Customer Service in line with the Global Customer Service Process to maximize effectiveness and optimize CS resources.

Develop appropriate performance metrics for the evaluation of customer contact skills and competencies, which will facilitate the identification of CS-related training needs / gaps.

Plan, organize and direct an efficient and effective team of customer service professionals and develop IKOs / KPIs with team members and monitor individual and team performance.

Monitor Customer Service scorecards, analyze performance and propose improvement measures.

Plan, organize and direct an efficient and effective team of customer service professionals.

What You Need:

Minimum 8 years of relevant experience in customer services function with at least 1 year in a position with leadership responsibility.

Manages and lead teams through expertise in Training & Development.

Fluent in English (written & spoken).

Highly competent in People Management.

Experienced managing annual budgets, staffing, employee engagement, reward and recognition, training and development of high performance teams.

Experienced in driving Customer Service Excellence culture in contact centre settings.

What's On Offer:

  •   Offered Salary

:

Up to RM 11,000 + RM 780 Allowances

  •   Working hours

  •   Type             

:

40 hours spread over 5 days a week - work in office during onboarding and training, then WFH until further notice.

:

Permanent Position

  •   Work Location 

:

Kuala Lumpur, Malaysia

  •   Offered Benefits

:

Meal Cards, On-Going Professional and Technical Training and Certifications, Choose Any Day for Your Vacation From Earned Public Holiday (Saturday and Ad Hoc), Smart Casual Everyday, Global Internal Job Opportunities Available, Unlimited Outpatient Medical, Home Office Possibilities

Ease of access: Public transportation available

To apply, send your latest updated resume to apir@idealreliance.com

or Click                             to deposit your resume.

Date :

e4c56e7a-fbcb-4853-b292-9a15e1c1baac

Job ID :