Kerja Sepenuh Masa Customer Service Manager, Gaji tinggi MYR 5,000 di JONKER CASING HAUS Melaka - Maukerja

Job Summary

The CS Manager is responsible for providing strategic leadership for the Customer Service Department and overseeing the overall customer experience across all company brands and online platforms. This role leads the Customer Service team, drives continuous improvement initiatives, develops customer experience strategies, and ensures alignment between customer service, operations, sales, marketing, and other departments to achieve business objectives.

Key Responsibilities

1. Leadership & People Development

• Lead, mentor, and manage the Customer Service team to achieve departmental objectives and KPIs.
• Develop leadership capabilities within the Customer Service Department through coaching, guidance, and performance reviews.
• Review departmental structure, manpower planning, and succession planning.
• Foster a customer-centric culture across the organization.

2. Customer Experience Strategy

• Develop and implement customer experience strategies to improve customer satisfaction and loyalty.
• Establish departmental KPIs and monitor overall performance across all customer service channels.
• Review customer feedback, complaints, and service trends to identify opportunities for improvement.
• Drive initiatives to enhance customer satisfaction, service quality, and platform performance.

3. Brand & Platform Management

• Oversee customer experience across all online platforms, including TikTok Shop, Shopee, company website, WhatsApp, and other digital channels.
• Safeguard and strengthen the company's brand reputation through service excellence.
• Ensure customer service standards are consistent across all brands and platforms.
• Support major campaigns, product launches, and promotional activities from a customer experience perspective.

4. Business Improvement & Cross-Functional Collaboration

• Work closely with Marketing, Sales, Operations, Warehouse, Production, and E-Commerce teams to improve the overall customer journey.
• Review and approve improvements to customer service SOPs, workflows, and operational processes.
• Identify automation, system enhancements, and process improvements to increase efficiency.
• Recommend strategic initiatives to improve customer retention and business performance.

5. Reporting & Performance Management

• Review departmental reports, customer service KPIs, and platform performance.
• Analyse customer insights, complaint trends, and business data to support management decision-making.
• Present performance reports, improvement plans, and strategic recommendations to Management.
• Monitor departmental budget, resource allocation, and long-term development plans.

6. Other Responsibilities

• Lead customer experience projects and continuous improvement initiatives.
• Perform any other duties assigned by Management from time to time.

Pay: RM3,000.00 - RM5,000.00 per month

Work Location: In person