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Customer Service Manager

Sales and marketing
Full-time
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Bangsar, Kuala Lumpur

About The Job

The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Responsibilities

  • Building a customer service system from scratch with the startup team
  • To run and oversee the customer service team
  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • 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 utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities

Job Requirements

  • Proven working experience as a customer service manager, retail manager or assistant manager
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Proficiency in English
  • 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
  • BS degree in Business Administration or related field

Our Culture

MISSION, CULTURE, BENEFITS

Mission
Redefining the retail landscape.

Culture
Collectr has a relaxed and flexible work culture. Have something to do before 6PM? Go ahead, we understand that life is more than just work. That being said, we also know that we have to put in the work, to see the results we want.

Benefit
Join a vibrant team of enthusiastic professionals shaping the retail landscape of the future. We are looking for ambitious yet humble people with a doer mentality who understands that mistakes are not failures, but how we learn.

ABOUT US

Collectr is a Malaysia based startup, set out to disrupt the shopping industry. We’re making an application that changes the way the retail system works. The startup was founded in January 2019, and our offices are in Bangsar, Kuala Lumpur.
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