KEY DUTIES / ACCOUNTABILITIES
1. Lead and supervise the customer service team to ensure timely and accurate responses.
2. Handle escalated customer complaints with professionalism and empathy.
3. Analyze complaint patterns, identify root causes, and implement corrective actions.
4. Develop service standards and procedures to improve customer satisfaction.
5. Work closely with warehouse and operations teams to resolve order and fulfillment issues.
6. Monitor daily inquiries to ensure SLA and response quality are met.
7. Train and coach team members on communication, system usage, and problem-solving skills.
8. Prepare regular reports on complaints, service metrics, and improvement plans.
9. Collaborate with management to enhance overall customer experience strategies.
10. Manage difficult customers by providing calm, clear, and solution-driven communication.
11. Perform any ad hoc duties assigned by superior.

PRE-REQUISITES & COMPETENCIES
1. Diploma/Degree in Business, Customer Service, or any field.
2. Minimum 6–8 years of customer service experience, preferably in e-commerce or fulfillment.
3. Proven leadership experience in managing a customer service team.
4. Strong problem-solving and analytical skills.
5. Excellent communication and conflict-handling abilities.
6. Ability to remain calm and composed during escalations.
7. Familiar with warehouse processes, order flow, and logistics operations.
8. Strong reporting, documentation, and follow-up skills.
9. Proficient in customer service systems, chat platforms, and Excel/Google Sheets.
10. Reasonable command in written English & Bahasa Malaysia. Mandarin will be an advantage.
11. Able to work under pressure and handle high-volume inquiries.