Manager, Customer Service (Escalation & Trading Services, Mandarin Support)
You will manage customer service operations, improve service quality and team efficiency, analyze service metrics, identify root causes, prepare reports, use AI to improve workflows, optimize processes and knowledge bases, and collaborate with Product, Operations, and Technology teams to resolve business problems.
Responsibilities
- Manage day-to-day customer service team operations
- Improve service quality, customer experience, and team efficiency
- Monitor and analyze customer service metrics
- Identify issues and root causes through data
- Develop and drive improvement plans
- Perform data analysis and prepare business reports
- Use AI for data analysis, reporting, information processing, and simple workflows
- Optimize customer service processes, SOPs, knowledge bases, and productivity tools
- Collaborate with Product, Operations, and Technology teams
- Drive high-quality and timely project delivery
Requirements
- Customer service, customer experience, or customer service operations experience
- Team management experience
- Mandarin and English working proficiency
- Excel and data-analysis tools
- Data analysis and reporting
- Practical AI application experience
- Problem-solving
- Judgment
- Cross-team coordination
- Ownership
Benefits
- Competitive remuneration package
- Yearly bonuses
- Meal allowance
- Unlimited transport allowance
- Monthly team building
- RM 3,500 annual training and wellness benefits
- Insurance coverage for employees and dependants
- Skill development
- Mentoring
- Training programmes
- Employee engagement and recognition program