Manager Customer Service Support IT Services-based Company

Open Position: Manager, Customer Service & Support (IT Services-based Company)

An IT Services-based Company is currently hiring Manager, Customer Service & Support to join them in the Kuala Lumpur office. You will be leading the Customer Service and Support team to manage the external customers located within the SEA regions.

Key responsibilities include:

1. Ensure resources available to run the Customer Service & service desk operations with good duty roster and work scheduling process.
2. Develop and execute short-term and long-term strategies for IT service management that align with industry standards and best practices to ensure customer satisfaction.
3. Develop a combination of qualitative and quantitative service performance and customer satisfaction metrics based on key performance indicators.
4. Continuously drive service improvement and optimize resources to deliver the best possible value to the customers.
5. Coordinate resolution of complex issues that involve multiple technical resources as well as facilitating customer communications during service interruptions/outages.
6. Monitor tickets request, incident and etc with good experience using JIRA or another similar platform.
7. Good communication and stakeholder management skills.

If you are interested, please send your CV for a confidential discussion.

Please take note that only shortlisted candidates will be notified.