Customer Service Manager [Service Operations Lead]

Candidates with a background in Product Operations, Customer Service, or Product Success Lead, along with strong technical skills, are encouraged to apply for the Service Operations Lead position

Requirements & Qualification

• Bachelor's degree in computer science, information technology, engineering, business, IT support or a related field.
• Possess a professional certificate is desirable (e.g. CCSM, CCXP,CSM,CCCM,CMQ/OE.CCSP,CPCS,CSS) years of total work experience and at least 5 years in technical operations, system administration, or a related field.
• Previous experience in a leadership or management role in managing customer support teams and delivering exceptional client assistance.
• Proficiency in relevant technologies and systems used in the fuel retail software industry.
• Familiar with iOS platform, Linux platforms, Microsoft Platform, Window scripting application, MDM application.
• Strong knowledge of cloud computing platforms (e.g., AWS, Azure) and DevOps practices.
• Strong customer service skills with a focus on promptly addressing inquiries, concerns, and requests.
• Ability to ensure client contentment through efficient issue resolution and clear communication.
• Experience in adhering to service level agreements (SLAs) to consistently meet and surpass client expectations.
• Demonstrated ability to lead and mentor customer support teams, including Tier 1 and Tier 2 Support personnel.
• Experience in setting team goals and objectives, monitoring performance, and providing coaching and feedback.
• Experience in setting team goals and objectives, monitoring performance, and providing coaching and feedback.
• Experience in developing and implementing strategies to streamline support processes, enhance efficiency, and reduce response times.
• Ability to monitor and control expenditures to ensure the unit operates within budgetary constraints and allocate resources effectively.
• Experience in overseeing training and development initiatives for support personnel to ensure they have the necessary skills and knowledge.
• Excellent written and verbal communication skills to effectively communicate with team members, clients, dealers, and vendors.
• Proficiency in serving as a point of escalation for complex client issues and collaborating with Tier 2 Support to address escalated technical problems.
• Analytical skills to prepare and present reports on key performance indicators, unit progress, and activities.

Responsibilities

• Establish the department's intellectual property which encompass methodologies, best practices, technical know-how, knowledge base, processes, and procedural frameworks, and to perform any other tasks as assigned by the middle management.
• Setting up KPI and Evaluation Standards for the team members.
• To assist the Heads of Departments in overseeing team members, ensuring departmental alignment with the organization's strategic goals, and prepare comprehensive reports when necessary.
• Adherence to all relevant laws, regulations, and compliance requirements, as well as managing the implementation of and adherence to the organization's/department information security policy and management system in all aspects of operations.
• Provide 1:1 coaching to team members if necessary.
• Serve as the first point of contact for client inquiries and support requests.
• Gather and document client issues, ensuring accurate and detailed information.
• Provide timely responses and resolutions for basic client issues and inquiries. - Follow established support procedures and protocols.
• Create and maintain support tickets to track client interactions.
• Ensure that support tickets are accurate and up to date.
• Prioritize and categorize tickets to facilitate efficient issue resolution.
• Offer basic product information and guidance to clients.
• Assist clients with common troubleshooting steps.
• Direct clients to relevant resources, documentation, or Tier 2 Support when necessary.
• Communicate effectively with clients, ensuring a positive and professional experience.
• Follow up with clients to ensure issue resolution and satisfaction.
• Escalate complex issues to Tier 2 Support for further assistance.
• To perform any other task as assigned by the Middle Management.

Job Type: Full-time

Pay: RM6,000.00 - RM7,400.00 per month

Benefits:

• Free parking
• Maternity leave
• Meal provided
• Opportunities for promotion
• Professional development

Schedule:

• Monday to Friday

Supplemental Pay:

• Performance bonus

Application Question(s):

• What is your expected salary?

Location:

• Bandar Baru Bangi (43650) (Preferred)

Work Location: In person

Application Deadline: 04/01/2025
Expected Start Date: 04/14/2025