Customer Service Manager

Roles and Responsibilities:

• Leadership and Management: Lead, mentor, and manage the service desk team, fostering a positive and productive work environment.
• Service Delivery: Oversee the daily operations of the service desk, ensuring timely and efficient resolution of technical issues within SLA.
• Customer Service: Maintain high levels of customer satisfaction by ensuring service desk team members provide exceptional support and follow-up.
• Process Improvement: Develop, implement and evergreen service desk policies, procedures, and best practices to improve efficiency and service quality.
• Performance Monitoring: Monitor and analyze service desk performance metrics, generating reports and providing recommendations for improvements.
• Incident Management: Manage major incidents, ensuring timely communication and resolution, and conduct post-incident reviews to identify areas for improvement.
• Training and Development: Identify training needs and coordinate training programs for service desk staff to enhance their skills and knowledge. Perform the needful training to suppliers and buyers.
• Stakeholder Collaboration: Work closely with internal IT teams, departments, and external vendors to ensure seamless service delivery and support.
• Technical Expertise: Stay updated with the latest industry trends, technologies, and best practices to continually enhance the service desk operations.
• Team Building: Possess the knowledge and experience to build a new service desk team from scratch as a project, including recruitment, training, and process implementation.

Skills and Qualifications:

• Experience: Minimum of 4 years of experience in a service desk or technical support role, with at least 2 years in a leadership position.
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL certification is a MUST
• Technical Skills: Strong understanding of IT systems, infrastructure, and software applications. Proficiency in IT service management (ITSM) tools and ITIL process is a MUST
• Leadership Skills: Proven ability to lead, motivate, and develop a team. Excellent decision-making and problem-solving skills.
• Customer Focus: Strong customer service orientation with excellent communication and interpersonal skills.
• Analytical Skills: Ability to analyze performance metrics and make data-driven decisions.
• Organizational Skills: Exceptional organizational and time-management skills with the ability to manage multiple priorities.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate technical issues to non-technical stakeholders.
• Adaptability: Ability to work in a fast-paced environment and adapt to changing business needs but no WFH or Hybrid workplace environment
• Background: Someone from SME or Start Up Company that has experience in setting up processors
• Project Management: Demonstrated experience in building a new service desk team from the ground up, including recruiting, training, and establishing processes and standards
• Languages: Mandarin is a MUST due to the nature of the Client, English and Bahasa Malaysia