Customer Service Operations Manager - Bukit Raja

Key Responsibilities:

Leadership and Managing:
· Manage and lead the customer service operation team, manage customer feedback, complaints, and issues together with managing peers
· Provide coaching, training, and development to team members to enhance their performance and customer service skills
· Manage the budget for the customer service department, ensuring resources are allocated efficiently.
· Ensure customer service in the region Asia are aligned with the resource planning that all cost efficiency standards are met, well manage budgets and customer experience goals.

Project Planning & Execution:
· Develop and implement streamlined processes and workflows to enhance operational efficiency.
· Identify and address operational bottlenecks, improving service delivery time and customer satisfaction.
· Standardize best practices for handling inquiries, complaints, and service requests.
· Support department handling project schedules, allocate resources, and monitor progress.
· Ensure compliance with safety standards, regulations, and company policies.

Collaboration:
· Ensure smooth collaboration between teams and resolve any operational issues.
· Work closely with other departments such as sales, marketing, and product management to ensure cohesive service delivery.
· Serve as the point of escalation for complex or high-priority customer issues.

Technical Oversight
· Oversee the installation, maintenance, and troubleshooting of technical and electrical systems with an eye to constantly improve operational efficiency.
· Identify and resolve issues proactively to minimize project delays.

Coordination & Reporting:
· Communicate with customers, vendors, and internal teams to ensure project requirements are met.
· Prepare and present project status reports to management.
· Ensure proper documentation of project activities, including work progress and resource allocation.

Requirements:
· Bachelor’s Degree in business, project management, or a related field (preferred).
· 5+ years in customer service or operations management, with at least 2 years in a leadership role.
· Experience in customer success models and customer excellence
· Strong leadership, organizational, and problem-solving skills.
· Knowledge of electrical systems, installation, and maintenance processes.
· Ability to manage multiple projects and work under pressure.
· Proficiency in project management tools.
· Strong communication and interpersonal skills.