Job Description

• Take ownership of customer’s 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.
• Supervise day-to-day operations in the customer service department.
• Improve customer service experience, create engaged customers and facilitate organic  growth.
• Mentor and develop customer service agents.
• Attend meeting with other departments and work closely with them.
• Ensure there are correct of Standard Operating Procedures (SOP).
• Develop customer satisfaction goals and coordinate with the team.
• Discuss with the team on occasionally basis
• Ensure there are correct the refund policies and procedures.

Job Requirements

• Candidate must possess at least Bachelor's Degree/Post Graduate Diploma/Professional Degree, Master's Degree in Business Studies / Administration/Management / Customer Service, or equivalent;
• 5-years of related work experience in Customer Service and relevant field;
• Have strong data analysis ability, have a good team spirit, have a high sense of responsibility, can withstand strong pressure, quick thinking, strong ability to solve problems independently;
• Good knowledge of MS Excel, PowerPoint and presentation skills;
•  Excellent fluency in English and Malay languages, multilingual is an added advantage;
• Willing to travel and establish business relationship with stakeholders;
• Possess own transport is an added advantage;
• Multitasking and must have an excellent attention towards detail;
• Flexible to work odd hours if required.

Additional Info