Customer Support Manager

Executive recruitment company Monroe Consulting Group Malaysia's Professional Division is recruiting on behalf of a leading translation service provider, highly recognised in Singapore for their excellence and reliability. They are now expanding their business into Kuala Lumpur, looking for a dynamic and driven Mid-Level Manager to lead their new venture and establish their services in this exciting market. In this role, you will oversee customer operations.

Job Responsibilities:

• Overseeing customer service operations, managing customer-facing translation projects, collaborating with notarization and legalisation firms, and coordinating with the back-end team in Singapore.
• Lead and manage customer service operations to ensure high-quality service delivery.
• Serve as the primary point of contact for clients, addressing inquiries and resolving issues promptly and professionally.
• Oversee the end-to-end translation process, ensuring timely and accurate project delivery.
• Build and maintain strong relationships with clients, understanding their translation needs and providing tailored solutions.
• Coordinate with the back-end team in Singapore to manage translation projects efficiently.
• Establish and maintain partnerships with local notarization and legalization firms.
• Manage the process of document notarization and legalization as required by clients
• Assist in developing and implementing strategies to grow the business in the Malaysian market.
• Monitor market trends and competitor activities to adjust strategies accordingly.
• Recruit, train, and mentor a local team to deliver exceptional service and support to clients.

Job Requirements:

• Bachelor's degree in Business Administration, Linguistics, or a related field.
• Minimum of 3-5 years of experience in a mid-level management role, in translation services or a related industry.
• Strong understanding of customer service principles and project management.
• Experience working with notarization and legalization firms is highly desirable.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple tasks effectively.
• Strong leadership skills with a proven track record of managing and developing teams.