Assistant Customer Service Manager (on-site)

Assist the Customer Service Manager in overseeing daily operations of the Hotline Team, ensuring smooth and efficient handling of customer inquiries and complaints.

Support the Quality Assurance Functions, including:

1. Quality Assurance: Monitor and evaluate service quality to ensure alignment with company standards.
2. Training: Coordinate training programs to improve team knowledge and service skills.
3. Data Analysis: Interpret customer service metrics and generate performance reports for improvement initiatives.

Supervise the Customer Service Team, ensuring SLA adherence and exceptional service delivery via dedicated lines/channels.

Act as a liaison between frontline teams and management to streamline communication and execution.

Provide leadership, mentorship, and performance feedback to team members.

Requirements:

1. Proven experience (3–5 years) in customer service operations, preferably in e-commerce, logistics, courier, or a fast-paced service industry.
2. Strong people management skills with a passion for coaching and development.
3. Familiar with hotline management systems, service QA practices, and customer service data analysis.
4. Excellent communication skills in English (Mandarin and/or Bahasa Malaysia is a plus).
5. Comfortable working cross-functionally and managing multiple workstreams simultaneously.