Assistant Manager, Operations & Customer Support (Journify)
Kuala Lumpur
Permanent
Full-time
1 month ago
Position Title Assistant Manager, Operations & Customer Support (Journify) Report To Manager, Operations & Customer Support (Journify) Position Summary This position is a pivotal leadership role dedicated to curating an unparalleled customer journey across our dynamic e-commerce platform - Journify. This individual will be instrumental in overseeing the daily orchestration of customer support operations, driving strategic initiatives to optimise service performance, and ensuring every interaction reflects Journify&aposs commitment to outstanding, seamless experiences. This role will expertly navigate complex customer escalations and champion continuous enhancements to our service delivery model, ultimately reinforcing Journify&aposs reputation as a trusted and customer-centric e-commerce platform. Key Accountability Lead and supervise the day-to-day operations of the customer support team across all communication channels, including email, live chat, social media, and hotline, ensuring seamless service delivery and maintaining high operational standards. Ensure the provision of timely, accurate, and empathetic responses to all customer inquiries, complaints, and order-related issues, directly contributing to an outstanding customer experience. Proactively monitor and address customer issues pertaining to order fulfilment, returns, refunds, delivery delays, and payment discrepancies, collaborating to mitigate impact and enhance overall customer satisfaction. Manage, coach, and actively motivate support agents to consistently achieve individual and team Key Performance Indicators (KPIs), including Service Level Agreement (SLA) adherence, Customer Satisfaction (CSAT) scores, First Contact Resolution (FCR) rates, and optimal response times. Conduct regular, structured performance reviews, provide constructive feedback sessions, and facilitate continuous training programs aimed at upskilling the team and fostering professional growth within our people-centric organisation. Actively foster a pervasive customer-first culture within the team, instilling a strong sense of accountability and commitment to service excellence that resonates with every customer interaction. Rigorously track, analyse, and meticulously report on customer support data, leveraging insights to identify emerging trends, pinpoint operational gaps, and pinpoint critical areas for strategic improvement. Collaborate seamlessly with cross-functional teams such as warehouse, product, marketing, finance, and technology to effectively resolve recurring issues and continuously enhance the entire end-to-end customer journey. Drive continuous improvement initiatives within customer operations, including the strategic implementation of automation, optimisation of FAQs, enhancement of self-service options, and refinement of chatbot performance to boost efficiency and customer autonomy. Professionally handle and ensure the timely, effective resolution of complex customer escalations, safeguarding customer trust and mitigating potential brand reputation risks. Provide essential support for crisis management communications during significant events such as major system outages, high-traffic campaign periods, or widespread delivery disruptions, ensuring clear and consistent messaging. Actively work with the product and technology teams to strategically enhance CRM and support tools (e.g., Zendesk, Freshdesk, Salesforce), optimising system functionality to improve agent efficiency and customer data management. Standardise Standard Operating Procedures (SOPs) and refine workflows across customer operations to ensure consistent, high-quality service delivery and maximise operational efficiency. Show more Show less