Customer Service Manager

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About the role

As the Customer Service Manager at A.W. Faber-Castell (M) Sdn Bhd, you'll be responsible for overseeing all aspects of customer service operations and leading our customer service team to ensure the highest levels of customer satisfaction and experiences. This role involves managing day-to-day operations, resolving customer issues, and implementing strategies to enhance internal and external customer satisfaction for both Domestic and Export division.

What you'll be doing

1. Lead, coach, and motivate the customer service team to achieve performance targets and provide outstanding customer support.
2. Schedule and assign tasks, set performance goals, and conduct regular performance evaluations.
3. Customer Relations:
   Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Build and maintain positive relationships with customers to enhance their overall experience. Oversee on global tools i.e SAP & Sales Force Apps creation and maintenance of master data and pricing. (SAP S4 Hana, SFA etc...)
4. Process Improvement:
   Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement changes. Analyze customer service processes and workflows to identify areas for improvement. Develop and implement strategies to streamline operations and increase efficiency. Identify & implement strategies to improve quality of service, productivity and profitability. Proactiveness and initiative to review on improvement of processes.
5. Training and Development:
   Provide training and development opportunities to enhance the skills and knowledge of the customer service team. Ensure team members are well-informed about company products, policies, and procedures.
6. Performance Metrics:
   Monitor and report on key performance metrics, such as response times, customer satisfaction scores, and resolution rates. Take corrective actions as needed to meet or exceed performance targets.
7. Cross-Functional Collaboration:
   Collaborate with other departments (e.g., Sales, Marketing, Product Development) to improve customer experience and resolve interdepartmental issues. Contribute to the development of customer-focused strategies and initiatives. Provide feedback to the company regarding customer concerns and potential product improvements.

What we're looking for

1. Bachelor’s degree in Business Administration, Communications, or a related field.
2. Minimum of 8 years of experience in a customer service management role, preferably in a multinational environment.
3. Strong leadership and team management skills.
4. Excellent verbal and written communication skills.
5. Proficiency in customer service software and CRM systems.
6. Ability to analyze data and make informed decisions.
7. Exceptional problem-solving and conflict resolution skills.