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Mandarin Customer Service Manager

Keywords / Skills : Microsoft Office, Google, Google Apps, Microsoft Excel

1 - 11 years
Posted: 2018-09-24

Nationality
Malaysia
Industry
Customer Service
Function
Customer Service/ Call Centre/ BPO
Role
Operations Manager
Education
Bachelors
Degree
Salary
72000 - 96000 MYR
Posted On
24th Sep 2018
Job Description
Customer Service Manager Responsibilities
Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customers issues and following problems through to resolution
Set a clear mission and deploying strategies focused towards that mission

Responsibilities
Develop service procedures, policies, and standards
Analyse statistics and compile accurate reports
Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry’s developments and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets
Adhere to and manage the approved budget
Maintain an orderly workflow according to priorities

Requirements
Experience in providing customer service support
Excellent knowledge of management methods and techniques
Proficiency in English and Chinese
Working knowledge of customer service software, databases, and tools
Awareness of industry’s latest technology trends and applications
Ability to think strategically and to lead
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
3+ years’ experience in customer service
2-3+ years’ supervisory experience
Candidates must possess at least Bachelor’s Degree and above or equivalent.
Ability to translate your skills to other employees through training and mentoring
Excellent verbal and written communication skills
Proficiency in Microsoft Office Suite and Google Docs
Salary offered is based on the years of related working experience

Benefits
Basic salary: RM 6000~8000
Monthly full attendance award
Monthly team activity
Annual company trip
Annual company dinner
Annual bonus
Annual salary increase
Including EPF, SOCSO, and EIS
Monthly team lunch


客户服务经理

工作总结
我们正在寻找一位经验丰富的客户服务经理,以提供卓越的客户服务,并在整个组织内推广这一理念。目标是使部门以有效的方式运行,以提高客户满意度和忠诚度,并满足他们的期望。

客户服务经理职责
改善客户服务体验,增进与客户度的互动并促正面的增长
了解客户问题并解决问题
设定明确的任务并部署专注于该任务的战略

工作职责
制定服务流程,政策和标准
分析统计数据并编制准确的报告
招募,指导和培养客户服务人员,并通过鼓励和授权培养让他们能够取得优异成绩的环境
学习行内所需知识和实时更新知识,并将最佳行内实践应用于公司以改进不足之处
控制并利用资源来实目标
遵从公司规章制度并管理批准的预算
根据优先事项维持有序的工作流程

能力要求
拥有客户服务的经验
精通管理方法和技术
熟练掌握英文和中文
客户服务软件,数据库和工具的工作知识
了解行业最新的技术趋势和应用
战略思考和领导能力
强大的面向客户和沟通技巧
解决难题和同时处理多项任务的技能
客户服务意识
3年以上的客户服务经验
2-3年以上的管理经验
必须至少拥有本科学士学位或以上学历或同等学历
能够通过培训和指导将技能分享给组内客服
优秀的客户服务技巧和书面沟通技巧
熟练使用Microsoft Office Suite和Google Docs
提供的薪酬基于多年的相关工作经验

工作福利
基本工资:RM 6000 - 8000
每月全员出勤奖
每月团队活动
公司年度旅行
年度公司晚宴
年度奖金
年薪增长
包括EPF,SOCSO和EIS
每月团队午餐


About Company

Dynamic and exciting BPO company which currently growing rapidly and provide friendly environment to with with. Always strive to deliver excellent service and provide the best for our employees.
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