Customer Service Assistant Manager
- Kuala Lumpur
- Permanent
- Full-time
- Serve as prime contact for order related activities for Sika.
- Work closely with CSM and lead the customer service representative and oversees the daily operation of customer service.
- Lead, train, and motivate the customer service team to meet or exceed service level agreements (SLAs) and customer satisfaction targets.
- Communicate proactively with customers on requirements, order status, open complaints etc. to ensure customer satisfaction.
- Collaborate with cross-functional teams (Sales, Operations, Finance, and Procurement) to ensure seamless order fulfillment and customer satisfaction.
- Monitoring of open sales orders. Clean up obsolete orders and maintain open orders is up to date.
- Ensures execution of process in line with Sika integrity, safety and policies.
- Resolve product or service problems by clarifying the customer's complaint, determining the cause, selecting and explaining the best solution, and following up to ensure resolution.
- Manage and resolve customer inquiries, complaints, and escalations in a professional and efficient manner. Liaise with CSM/ TM/ Sales Manager.
- Provide support to improvement projects and commitments requiring a basic understanding of customer service practices and procedures.
- Other duties as assigned.
- Degree / Diploma in any discipline and with relevant years of relevant working experiences, preferably in Commerce field.
- 5 years working experience (preferably in Customer Service field); and
- Proven experience in customer service management or a similar role, ideally in a fast-paced environment.
- Previous experience working with SAP in a customer service or operations role.
- Good computer skills especially in MS Application (esp. Excel and Word)]
- Proficiency in SAP, including experience with SAP CRM, SAP SD, and SAP MM (or related modules).
- Ability to analyze data and generate reports within SAP for performance tracking and decision-making.
- Willingness to learn new skill and competencies.
- Strong organizational skills with the ability to manage multiple tasks and priorities.
- Ability to work collaboratively across departments to meet customer needs.
- Good communication skills in both spoken and written English and Bahasa Malaysia
- Ability to communicate in Mandarin and local Chinese dialects will be an added advantage.