Manager, Customer Care
- Sepang, Selangor
- Permanent
- Full-time
- Implement the strategic direction for Customer Care to deliver high-quality customer service.
- Review and improve existing care processes with a focus on scalability, efficiency, and service quality.
- Handle escalated customer issues and ensure they are resolved effectively and promptly.
- Monitor and ensure service level agreements (SLAs) are consistently met.
- Support training and development initiatives to elevate team performance.
- Collect customer feedback and identify areas for continuous improvement.
- Prepare and maintain regular reports on team productivity and key performance metrics.
- Share customer insights with internal teams such as Operations, Marketing, Commercial, or Product to support improvements and alignment.
- Minimum 5 years of experience in customer service, with at least 2 years in a team lead or managerial role.
- Strong leadership and people management skills, with the ability to motivate and support team growth.
- Excellent written and verbal communication skills.
- Proven experience collaborating with cross-functional teams.
- Performance- and results-driven, with strong analytical and problem-solving skills.
- Comfortable working in a fast-paced, dynamic environment.
- Experience managing customer service across multiple channels (phone, email, live chat, social media).
- Quick to adopt and adapt to new technologies.
- Willingness to travel across Southeast Asia as needed.
- Experience with platforms like Yellow.AI, Salesforce Service Cloud or Zendesk is a plus.
- Familiarity with process mapping and workflow documentation is advantageous.