Customer Service Manager


Malaysia Remote

Full time


Jul 29

About the role:

  • Overseeing Customer Service operations, including monitoring and reporting metrics such as productivity, response speed, and any metric that affects the service quality.
  • Ensure good quality of services and strict adherence to processes.
  • Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service
  • Participate in recruitment activities (screening, interviewing)
  • Act as a backup of Head of CS Ops, if needed
  • Day to day responsibilities include:
  • Provide performance monitoring of KPIs, identify trends and issues in Service quality
  • Conduct weekly, monthly, and quarterly performance reviews
  • Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training.
  • Conduct process update/improvement projects and workshops
  • Timely communicate business updates, policy changes, and any relevant information to stakeholders

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