Kerja Sepenuh Masa, Customer Service Assistant Manager di Tea Garden Management Johor - Maukerja

Job description:

1. Customer Experience Excellence

• Lead initiatives to improve overall customer satisfaction and experience.

• Monitor customer interactions to ensure timely, professional, and solution-oriented responses.

• Identify pain points in the customer journey and implement improvements.

• Drive continuous feedback collection and translate insights into actionable improvements.

2. Proactive Communication

• Ensure consistent, proactive communication with customers regarding:

1. Product availability

2. Order status

3. Delivery timelines

• Follow up on customer feedback, inquiries, and requests to ensure full resolution and closure.

• Collaborate with internal teams (sales, operations, logistics) to provide accurate updates.

3. Billing & Dashboard Automation

• Support the development and implementation of automated billing systems to improve productivity

• and reduce errors.

• Monitor and manage dashboards for:

1. Order tracking

2. Delivery status

3. Customer requests and feedback

• Leverage data insights to enhance operational efficiency and decision-making.

4. Standardized Work Processes (SOPs)

• Develop, implement, and continuously improve Standard Operating Procedures (SOPs) covering:

1. Sales order processing

2. Customer inquiries and issue resolution

3. Routine and exception handling scenarios

4. Ensure SOPs are clear, practical, and aligned with lean process principles.

• Train and guide team members to adhere to standardized processes.

5. Team Leadership & Development

• Supervise and support the customer service team to achieve performance targets.

• Provide coaching, training, and feedback to enhance team capabilities.

• Promote a culture of accountability, ownership, and customer-centric thinking.

Job requirement:

• Bachelor’s degree in business administration or related field

• 3–5 years of experience in customer service or operations, with at least 1–2 years in a supervisory roleStrong understanding of customer experience management.

• Experience with CRM systems, order management,

• or ERP systems is an advantage.

• Analytical mindset with experience in process improvement and automation.

• Excellent communication and problem-solving skills.

• Able to work at Tea Garden HQ Office, Taman Pelangi Indah, Ulu Tiram Johor