HEAD OF DEPARTMENT – CUSTOMER RELATIONS (REF: ZL)

Are you passionate about delivering world-class customer experiences and leading dynamic teams? EPS Malaysia is seeking an experienced and results-driven Head of Customer Relations to join an automotive factory client and help enhance customer satisfaction, loyalty and retention.

Key Responsibilities:

• Lead and manage the Customer Support, Customer Success and Customer Experience teams.
• Develop and implement departmental strategies and goals
• Foster a customer-centric culture within the department

2. Customer Support

• Oversee the Customer Support team to ensure efficient handling of customer inquiries and issues
• Implement and monitor key performance indicators (KPIs) to measure effectiveness
• Ensure timely and accurate assistant through the Customer Careline

3. Customer Success

• Develop and execute strategies to enhance customer success and retention
• Collaborate with stakeholders to ensure customer achieve their desired outcomes
• Monitor customer health metrics and proactively address potential issues

4. Customer Experience

• Design and implement initiatives to improve the overall customer experience
• Gather and analyse customer feedback to identify areas of improvement
• Work with sales, after sales, marketing and product teams to ensure a seamless customer journey

5. Strategic Planning

• Develop and manage the department budget
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
• Stay update on industry trends and best practices to drive innovation

6. Team Development

• Recruit, train and mentor team members to build a high-performance department
• Conduct regular performance reviews and provide constructive feedback
• Promote professional development and continuous learning within the team

Qualifications:

• Minimum bachelor’s degree in business administration, marketing or a related field
• Minimum of 5 years in customer support, customer success or customer experience roles
• Minimum 3 years of experience in a leadership role, effectively managing and motivating teams to achieve high performance and customer satisfaction.
• Proficiency in data analysis tools and software (e.g., Excel, Power BI, PowerPoint, CDP, DMS or similar).
• Strong customer-centric mindset, with a focus on understanding the meeting customer need.
• Passion to facilitate resolution of problem and alleviate conflicts tactfully.
• Strong organization and time management skills
• Strong character in leadership and mentorship
• Ability to work collaboratively across departments
• Adaptability and flexibility
• Good communication skills and presentation skills must be able to converse fluently in English and Bahasa Malaysia.

Why Join Us?

• Be part of a forward-thinking company committed to innovation and exceptional service.
• Lead a dynamic team and make a significant impact on customer experience.
• Competitive salary and benefits package.
• Opportunities for growth and professional development.

If you're ready to take your customer relations expertise to the next level and drive positive change in a leading organization, we want to hear from you!