Customer Service jobs in Malaysia

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Alpha Iota is based in Southeast Asia, where we are rapidly growing and are constantly on the lookout for talented individuals like yourself who want to make a difference and kickstart their successful careers. Here’s what awaits you at Alpha Iota!

Role Summary:

The Customer Relations Manager is responsible for overseeing the Customer Service (CS) team to ensure high-quality customer support and satisfaction. This role involves strategic planning, performance management, process improvement, and fostering a customer-centric culture. The Customer Relations Manager will collaborate with cross-functional teams to drive efficiency, enhance customer experiences, and contribute to business growth.

1. Supervise and mentor Senior Team Leads to effectively manage their respective teams.
2. Provide guidance, coaching, and performance feedback to ensure continuous development.
3. Foster a positive and high-performing team culture aligned with company values.
4. Customer Service Operations:
5. Oversee the daily operations of the Customer Service team, ensuring timely and effective resolution of customer inquiries and issues.
6. Implement and maintain customer service standards, policies, and procedures.
7. Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure operational efficiency.
8. Analyze customer feedback and operational data to identify areas for improvement.
9. Process Improvement & Strategy:
10. Develop and implement strategies to enhance customer satisfaction and retention.
11. Optimize workflows and introduce automation or technology solutions to improve efficiency.
12. Collaborate with other departments (Sales, Transactions, Marketing, etc.) to ensure a seamless customer journey.
13. Drive initiatives to reduce customer complaints and enhance service quality.
14. Reporting & Analysis:
15. Generate and review reports on team performance, customer feedback, and service trends.
16. Present insights and recommendations to senior management to support business decisions.
17. Ensure compliance with company policies and industry best practices.
18. Stakeholder Management:
19. Serve as the primary escalation point for complex customer issues.
20. Work closely with internal and external stakeholders to resolve challenges effectively.
21. Represent the Customer Relations team in cross-departmental meetings and initiatives.

1. Experience in a fast-paced and customer-focused environment.
2. Ability to handle high-pressure situations and complex escalations.
3. Strong project management and organizational skills.
4. Must be fluent in Mandarin, English, and Malay to communicate effectively with a diverse customer base.
5. Minimum 4 years of experience in customer service, with at least 2 years in a managerial role.
6. Proven experience in leading and coaching senior-level team members.
7. Strong understanding of customer service principles, tools, and best practices.
8. Excellent leadership, communication, and problem-solving skills.
9. Ability to analyze data, identify trends, and implement strategic improvements.
10. Proficiency in CRM software and customer service technologies.

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Your application will include the following questions:

• What's your expected monthly basic salary?
• How many years' experience do you have as a Client Relationship Manager?
• Which of the following languages are you fluent in?
• Do you have customer service experience?
• Do you have experience in a role which requires relationship management experience?

At Alpha Iota, we're not just a BPO company – we're your strategic partner for success! Established in 2015, we offer a diverse range of dynamic solutions to meet your business needs such as digital marketing, software development, tele-sales, customer service, analytics, project management, technical support, human resources, finance, and process improvement.

Currently, we have a diverse workforce with teammates from all across South East Asia, including Malaysia, Singapore, Thailand, Indonesia, India, Vietnam, the Philippines and Cambodia.

Our company is registered in both Malaysia and Cambodia.

We're on the lookout for individuals with the courage to embrace challenges, find inspiration, and strive for greatness to join our team.

Perks and benefits: Medical WFH, Bonus, Maternity/Paternity/Compassionate Leave.