Customer Service Manager

SpeedX is a tech-enabled last-mile delivery company founded in 2022, offering fast, reliable, and flexible shipping solutions for e-commerce businesses across the U.S. and Canada. In line with our expansion, we are building a customer service team in Malaysia with KGW Group Bhd.

Job Description:

We are seeking a dedicated and enthusiastic Customer Service Manager to join and lead our new team at SpeedX Malaysia office. This role is critical for delivering exceptional service to our customers in the logistics industry.

Your working hours are from 4pm to 12am, Monday to Friday.

Position Summary

The Customer Service Manager is responsible for the success of a growing team and the delight of the customers and companies interacting with our center. This is an excellent opportunity for someone who:

• has both B2B and B2C call center management experience
• is very experienced with WFM, Training and Quality
• has experience running his/her own team and working with an outsource partner
• enjoys being part of a fast-paced growing company
• has managed both inbound and outbound interactions
• understands how to set and achieve Service Level agreements consistently
• can leverage best practices and personal experiences to grow and lead a team
• enjoys leading both a brick-n-mortar based team as well as a work at home model
• thrives in a ‘start up’ culture, creating plans and executing against them

Achieving SLAs must become table stakes to grow and scale. Performance metrics include call efficiency, low abandonment rate & ASA, industry standard adherence & staffing utilization. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

The position’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.

This Center is primarily inbound but supports frequent outbound calling.

Primary Responsibilities

• Provide strong, dynamic leadership that mentors, develops, and guides supervisors and representatives to efficiently leverage the value of every call
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
• Develop and maintain effective organization of responsibility, including efficient recruiting, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
• Manage and expand client and coworker relationships

Knowledge, Skills, & Experience Requirements

• Bachelor of Science degree or higher preferred
• Minimum 5 years of Call Center/Contact Center management experience
• Effective leadership and analytical skills including working knowledge of staffing models, scheduling, and telecom opportunities
• Experience in a fast paced, entrepreneurial, fast growing environment is a requirement
• Proven ability to lead a team to achieving service levels on a consistent basis is a must
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations

How do your skills match this job?

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Do you have customer service experience?
• How many years' experience do you have as a manager / team lead?
• Have you worked in a call centre before?

What can I earn as a Customer Service Manager?