Kerja Sepenuh Masa, Customer Service Manager (Cantonese/Mandarin Speaker) di Pacific Enterprise Solutions Selangor - Maukerja

Proven experience in customer service management, demonstrating a track record of successfully leading and developing customer service teams.

Strong leadership skills with the ability to motivate, mentor, and manage a team of customer service professionals to achieve and exceed performance targets.

Excellent communication skills, both written and verbal, with the ability to effectively interact with customers, team members, and other stakeholders.

Proficiency in customer relationship management (CRM) systems and other customer service technologies to enhance service delivery and efficiency.

Demonstrated ability to develop and implement customer service strategies and initiatives that improve customer satisfaction and loyalty.

Exceptional problem-solving and conflict resolution skills, with the ability to handle complex customer issues and complaints in a professional and timely manner.

Fluency in Mandarin, Cantonese and English.

Solid understanding of performance management principles and the ability to set goals, monitor performance, and provide constructive feedback to team members.

Strong time management and organizational skills, with the ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.

Diploma in a relevant field, such as business administration or customer service, with at least 2 years of experience in a customer service role.

Develop and implement customer service policies and procedures to ensure consistent and high-quality service delivery.

Manage and lead a team of customer service representatives, providing guidance, training, and performance feedback to ensure optimal performance and achievement of service level agreements (SLAs).

Monitor and analyze customer service metrics, such as call volume, resolution rates, and customer satisfaction scores, to identify areas for improvement and implement strategies to enhance service quality and efficiency.

Handle escalated customer complaints and resolve complex issues in a timely and effective manner, ensuring customer satisfaction and loyalty.

Collaborate with other departments, such as sales, marketing, and product development, to address customer needs and improve the overall customer experience.

Develop and maintain strong relationships with key customers, proactively addressing their concerns and identifying opportunities to enhance their satisfaction and loyalty.

Conduct regular performance reviews and provide coaching and development opportunities to customer service team members to enhance their skills and knowledge.