Customer Care Manager (Malaysia)

StoreHub

  • Petaling Jaya, Selangor
  • RM 90,000-120,000 per year
  • Permanent
  • Full-time
  • 2 months ago
  • Apply easily
As a member of an innovative, motivated and talented team, you will be responsible for providing technical, policy, and procedural guidance to the StoreHub's world class Support Team. The Customer Care Manager should have extensive knowledge of Customer Care processes and procedures. On a daily basis, the Support Manager will be responsible for monitoring the specific team’s ticket queues, ensuring that tickets are being assigned and completed in a timely manner.

Our next Customer Care Manager should be organised, attentive to details, and committed to meeting all of our department goals and metrics. This person will be on the pulse of issues regarding personnel, performance, customer perception, and project status, and works closely with colleagues and the COO to ensure consistent, high quality service. Here at StoreHub, we are committed to WOW-ing our customers each and everyday!

Requirements

What you will do:
  • Manage the Customer Care Team and evaluate performance
  • Analyse and improve existing Customer Care processes with focus on scalability
  • Ensure service levels are consistently exceeded
  • Establish best practices through the entire support process
  • Interview Customer Care applicants and train new hires
  • Actively respond to queries, complaints and escalations
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on support team’s productivity
  • Provide customer feedback to the appropriate internal teams, like product developers
  • Maintain an orderly workflow according to priorities
Answers to Frequently Asked Questions:
  • We are NOT a Contact Centre BPO
  • Must be available to work weekend shifts
You will need:
  • At least 3-5 years experience managing customer support teams
  • Strong knowledge of management methods and techniques
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Working knowledge of customer service software and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Excellent client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Excellent speaking, reading and writing ability in English
  • BS/BA Degree
Bonus Points:
  • Experience managing team shifts preferred
Benefits

We ask for hard work and dedication from all of our employees. In return we provide them with:
  • Free parking
  • Medical/Dental Outpatient Visits + Medical Insurance (upon confirmation)
  • Apple computers for everyone
  • Fully stocked fridge and kitchen
  • Continuous learning and education
We get lots of work done! We just also believe that as long as our employees are happy (and fed) they will be well equipped to give their best each and everyday. To learn more about what it's like to work here, check out our Glassdoor Reviews:

Workable

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