Kerja Sepenuh Masa, Customer Service Support Manager di Value Food Federal Territory - Maukerja

Company Description Value Food is dedicated to tackling food waste by connecting consumers with restaurants, cafes, bakeries, and grocery stores that have surplus food at the end of the day. Through its platform, customers can purchase perfectly good food at significant discounts, supporting both affordability and sustainability. By helping businesses reduce waste and offering consumers convenient access to quality food, Value Food contributes to a greener planet and more efficient food systems. The company encourages partners to join as merchants and customers to use its app to discover discounted surplus food. Applicants joining Value Food will be part of a mission-driven organization focused on environmental impact and community value.

Role Description The Customer Service Support Manager is a full-time, hybrid role based in Kuala Lumpur, with the flexibility to work from home for part of the time. This role oversees the customer support function, ensuring timely resolution of inquiries and issues from both consumers and merchant partners through email, chat, and phone channels. The manager will lead and coach the customer service team, set performance standards, monitor service metrics, and implement process improvements that enhance customer satisfaction and loyalty. Daily responsibilities include managing escalations, coordinating with technical and product teams to address platform-related concerns, and maintaining clear documentation of support procedures. The role also involves analyzing feedback, preparing reports on service performance, and contributing to strategies that improve the overall user experience.

Qualifications

• Strong customer-facing skills, including Customer Service, Customer Support, and a focus on Customer Satisfaction.
• Ability to handle platform-related issues with effective Technical Support capabilities.
• Solid Analytical Skills to interpret support data, identify trends, and recommend improvements.
• Experience managing or supervising customer service teams in a fast-paced environment.
• Excellent written and verbal communication skills in English; proficiency in additional languages is an advantage.
• Comfort working in a hybrid setting based in Kuala Lumpur, with the ability to collaborate both in-person and remotely.
• Strong organizational and time management skills, with attention to detail and follow-through.
• Previous experience in tech platforms, food delivery, or sustainability-focused businesses is beneficial.
• Diploma or degree in Business, Communications, or a related field is preferred, or equivalent relevant experience.