Customer Service Operations Manager

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Responsibilities:

1. Manage and lead the customer service operation team, manage customer feedback, complaints, and issues together with managing peers.
2. Provide coaching, training, and development to team members to enhance their performance and customer service skills.
3. Manage the budget for the customer service department, ensuring resources are allocated efficiently.
4. Ensure customer service in the region Asia is aligned with the resource planning that all cost efficiency standards are met, well manage budgets and customer experience goals.
5. Develop and implement streamlined processes and workflows to enhance operational efficiency.
6. Identify and address operational bottlenecks, improving service delivery time and customer satisfaction.
7. Standardize best practices for handling inquiries, complaints, and service requests.
8. Support department handling project schedules, allocate resources, and monitor progress.
9. Ensure compliance with safety standards, regulations, and company policies.
10. Ensure smooth collaboration between teams and resolve any operational issues.
11. Work closely with other departments such as sales, marketing, and product management to ensure cohesive service delivery.
12. Serve as the point of escalation for complex or high-priority customer issues.
13. Oversee the installation, maintenance, and troubleshooting of technical and electrical systems with an eye to constantly improve operational efficiency.
14. Identify and resolve issues proactively to minimize project delays.
15. Communicate with customers, vendors, and internal teams to ensure project requirements are met.
16. Prepare and present project status reports to management.
17. Ensure proper documentation of project activities, including work progress and resource allocation.

Requirements:

1. Bachelor’s Degree in business, project management, or a related field (preferred).
2. 5+ years in customer service or operations management, with at least 2 years in a leadership role.
3. Experience in customer success models and customer excellence.
4. Strong leadership, organizational, and problem-solving skills.
5. Knowledge of electrical systems, installation, and maintenance processes.
6. Ability to manage multiple projects and work under pressure.
7. Proficiency in project management tools.
8. Strong communication and interpersonal skills.

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?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Service Operations Manager?
• Do you have customer service experience?