Customer Service Manager
Clarivate (Malaysia) Sdn Bhd
AI-generated summary
beta
Oops, looks like Ashley forgot to summarize this job! We apologize for the inconvenience. Please read the complete Job Description for full details and additional information.
RM 5000 - RM 7000
Bayan Baru
Full-Time
Job Description
The Manager is a frontline people manager of Product and/or Account Support Representatives who are tasked with providing an exceptional customer experience by answering customer inquiries by telephone, e-mail, webform or chat. The Manager is responsible for service delivery, shift coverage, ad-hoc training, adherence to process, procedures, workflows, tools, systems, performance management, general reporting, supervisory projects, quality adherence and overall operational excellence. Managers work in a 24x5 highly collaborative environment.
Job Requirements
This role primarily supports Clarivate’s customers in North America and Europe, hence shifts are either:
EMEA Shift: 3:00 PM to 12:00 PM MYT and 4:00 PM to 1:00 AM MYT during Daylight Savings
North America Shift: 10:00 PM to 7:00 AM MYT and 9.00 PM to 6:00 AM MYT during US Daylight Savings
- 2-5 years managing in a customer service or operations organization
- Experience working in a 24x5/24x7 organization
- Minimum Bachelor/equivalent degree, Masters/Advanced Degree preferred
- Ensuring adherence to basic standards in workforce management - colleagues are on time, managing their time effectively, managing sick time, properly staffing queues during global holidays/vacations
- Ensuring all Product and/or Account Support Representatives understand and follow all team processes and procedures and ensure effective, efficient, consistent service delivery
- Performing regular quality monitoring of work for all direct reports
- Following up on direct survey feedback to individuals, use as coaching opportunities
- Reviewing daily and monthly metrics and be sure all goals, targets and SLAs are being met
- Coaching and supporting all direct reports and retaining talent
- Holding formal meetings and ad hoc staff huddles
- Handling and resolving customer escalations with confidence and urgency
- Reviewing daily survey results, sharing feedback, and coaching agents and responding to customers as needed
- Executing any special projects as the GBC grows and evolves
- Flexibility to work night hours, possibly permanently or on a rotational basis
- Track record of high-performance delivery: successful experience managing a results-oriented teams with a sense of urgency and commitment to quality
- Ability to exercise sound judgment on people management to determine appropriate action with limited direction
- Ability to work collaboratively across different functional areas
- Ability to motivate others to perform and achieve results within a diverse team
- Exceptional interpersonal and problem-solving skills
- Exceptional presentations and communication skills in customer facing situations
- Ability to manage variety of case channels and plan for the best staffing to meet needs
- Ability to meet deadlines. Can set priorities and be flexible in changing the environment
Company Benefits
Fun & Engaging Team!
Our team is fun, happy and energized! We practice open communication, healthy team work environment!
Global Exposure
You would learn about global exposure if you join us! You are in the trending industry like Data Analytics and Life Sciences!
Awesome Medical Benefits
Excellent medical benefits all for employees!
Awesome Type of Leaves
We recognize >17 local and regional public holidays! We recognize hard work - we have replacement holidays too! Women get 3 months maternity and more!
Attractive Remuneration
We provide attractive packages for the best hire! We provide extra 3% EPF contribution to all!
Additional Info
Experience Level
4 - 15 Years of Experience
Job Specialisation
Customer Service
Company Profile
Clarivate (Malaysia) Sdn Bhd
Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science™, Cortellis™, DRG, Derwent™, CompuMark™, MarkMonitor™ and CPA. Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit clarivate.com.
We employ more than 8,500 colleagues in 40 countries and we work with over 200 partners to deliver value and success for our customers. Today, Clarivate is a publicly traded company, listed on the New York Stock Exchange under the tickers NYSE: CLVT.
Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.
Customer Service Manager
Clarivate (Malaysia) Sdn BhdRM 5000 - RM 7000
Bayan Baru
Full-Time
This job is no longer available