Customer Service (Fresh Grads are welcome !)

Career Horizons; Subang Jaya City Council; On-site; MYR 20,000 - 100,000; Full time

Job summary

An innovative company is seeking a dedicated Customer Service Manager to enhance support efficiency and quality. In this role, you will analyze workflows, develop standard operating procedures, and collaborate closely with product teams to ensure customer service aligns with overall company goals. Your contributions will directly impact the effectiveness of new support channels and service offerings, making this an exciting opportunity for someone passionate about customer service excellence. Join a forward-thinking team where your insights will help shape the future of customer support!

Qualifications

• Experience in customer service management and operational efficiency.
• Strong analytical skills for data collection and reporting.

Responsibilities

• Analyze support workflows and suggest improvements for efficiency.
• Develop and maintain standard operating procedures for customer service.

Skills

Workflow Analysis

Data Analysis

Customer Service Management

Operational Procedure Development

Education

Bachelor's Degree in Business or related field

Tools

Performance Reporting Tools

Customer Relationship Management (CRM) Software

Job description

Specifying and building tools to improve the speed and quality of support.
Analyzing support workflows and making suggestions to improve efficiency and effectiveness.
Working closely with product teams to understand and give input into product changes relating to the customer service department.
Assisting with the design and rollout of new support channels and service offerings.
Managing schedules of team members according to customer demand.
Developing and maintaining standard operating procedures for common situations.
Preparing performance reports by collecting and analyzing data from the customer service functions.
Identifying and acting to remove obstacles to delivering consistently high levels of service.
Taking part in forecasting and budgeting for customer service and tracking the actual performance against budget.
Supporting customer service teams through required changes.
Working closely with Operation Manager to help customer service deliver on their components of overall company goals and objectives.