Customer Service Manager

As a Customer Service Manager, you will oversee the customer support operations, ensuring seamless service delivery and satisfaction. You will manage a team, establish support processes, and act as the primary point of escalation for complex customer issues. Your role is pivotal in maintaining Talbotiq’s reputation for exceptional customer service.

Key Responsibilities:

Customer Support:

• Oversee daily operations of customer service, ensuring prompt and effective resolution of software-related inquiries, complaints, and technical issues.
• Develop and maintain knowledge bases, FAQs, and support resources for customers.
• Develop and implement strategies to improve service efficiency and customer satisfaction.

Customer Success Management

• Act as the escalation point for complex cases, ensuring timely and satisfactory resolutions.
• Ensure customers maximize the value of our SaaS HR solutions through effective onboarding and support.
• Build strong relationships with key accounts and stakeholders.

Operational Excellence:

• Monitor and analyze service metrics (e.g., response time, resolution rate, customer satisfaction) to identify areas for improvement.
• Collaborate with software developers, product managers, and other teams to address system bugs and implement customer feedback.
• Establish and refine workflows, ticketing systems, and processes for efficiency and scalability.

Customer Advocacy:

• Serve as the voice of the customer within the organization, advocating for features or changes to enhance the user experience.
• Lead initiatives to proactively engage customers, such as surveys, user forums, and feedback sessions.

Team Leadership:

• Supervise, mentor, and manage a team of customer service representatives.
• Provide training on software tools, workflows, and effective customer engagement techniques.
• Foster a positive, collaborative, and high-performance work environment

Required Qualifications:

• Bachelor’s degree in Business Administration, Information Systems, or a related field.
• Proven experience (5+ years) in a customer service management role, preferably in a software or tech environment.
• Strong understanding of software operational systems and associated support needs.
• Proficiency with CRM tools, ticketing systems, and knowledge management platforms.
• Experience in SaaS companies, preferably HR transformation or automation solutions would be an added advantage.

Key Skills and Competencies:

• Excellent communication and interpersonal skills, with the ability to manage diverse stakeholders.
• Strong analytical and problem-solving abilities.
• Ability to lead and inspire teams in a fast-paced environment.
• Familiarity with software troubleshooting, workflows, and integrations.
• Customer-centric mindset with a proactive approach to service improvement.

What We Offer

Talbotiq is an incredible place to work - and keep learning. By joining us, you’ll become part of the pilot team of a high growth global company. We’re proud of our vibrant, diverse workplace culture: we believe in openness and honesty, fairness and equality, common sense and realism. We want to get to know the real you and help you explore and grow - whatever it is you're great at. So, you will always have lots of learning opportunities (formal and informal) to improve your role-specific skills and expertise.

Besides all this, we offer:

• Opportunity to be part of the Pilot team that drives the company towards global expansion
• Pleasant working environment with motivated people
• We appreciate Initiative and independence
• Substantial growth opportunities within the company

Job Type: Full-time

Pay: RM5,500.00 - RM6,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Opportunities for promotion
• Professional development

Schedule:

• Day shift