Assistant Manager, Customer Service

Overview of the Position:

The Assistant Manager is responsible for creating and maintaining a productive work environment for the customer service team, ensuring that the team meets service demands effectively. They must possess a deep understanding of both customer and business needs and be skilled in devising solutions that satisfy both parties.

The role required to execute the below tasks and initiative:

Member and Team Engagement:

• Foster positive relationships with agents and members and the Customer Service team.
• Manage incoming calls and handle agents and members’ inquiries, feedback, and complaints effectively.

Operational Briefings:

• Conduct daily briefings at the start of each shift to ensure team readiness and alignment.

Policy and Procedures Knowledge:

• Maintain up-to-date knowledge of the company’s marketing plan, member rules and regulations, and Purchase and Return policies.
• Regularly review and stay informed about any changes.

Internal Communication:

• Communicate important updates and developments, including marketing activities, promotions, and regulations, to internal departments and agents.

Quality Assurance and Performance Analysis:

• Perform monthly quality assurance checks and provide timely feedback to the team.
• Analyse performance trends to identify gaps and areas for improvement.

Training and Development:

• Provide ongoing training in knowledge, Standard Operating Procedures (SOPs), and soft skills to ensure the Customer Service team meets service objectives and customer satisfaction.

Leadership and Strategic Support:

• Manage and provide leadership to achieve daily customer support functions and service excellence.
• Support continuous improvement and development within the customer support functions.
• Make quick and effective decisions to resolve issues promptly and deliver excellent service.

Manpower Management:

• Oversee manpower planning and scheduling to ensure adequate staffing levels at all times.

Reporting and Corrective Actions:

• Prepare Monthly Business Review reports.
• Initiate and implement corrective actions based on report findings.

To be successful in this role, we are expecting the below:

• Minimum a Diploma in Business Administration and/or Marketing or equivalent.
• Minimum of 5 years of working experience in Customer Service field.
• Experienced in managing team.
• Experience working with MLM / Direct Selling industry will be added advantage.
• Proficient in both verbal and written English, Bahasa Malaysia and Mandarin as this role required to deal with stakeholders who communicate in Mandarin/Cantonese.
• Excellent interpersonal and organizational skills.

Work location: Bukit Jalil (Nearby Pavilion Bukit Jalil).