Responsibilities:

• Handle complex customer inquiries and escalations with professionalism and efficiency.
• Provide guidance and support to junior team members in resolving customer issues.
• Track and analyse customer service metrics (e.g., CSAT, NPS, FRT) to identify trends and areas for improvement.
• Monitor key performance metrics such as Avg. First Response Time(FRT), Average Resolution Time (RT), Customer Satisfaction (CSAT) scores, Quality Assurance (QA) and another relevant set performance metric.
• Ensure compliance with service level agreements (SLAs) and quality standards.
• Identify gaps in customer support workflows and propose actionable solutions.
• Conduct regular performance reviews, providing constructive feedback/coaching to improve efficiency and effectiveness.
• Maintain and update support documentation and knowledge bases to assist the team.
• Conduct training sessions to upskill team members on best practices and tools.
• Act as a customer advocate by gathering feedback and providing insights to internal teams for continuous improvement.
• Participate in the development of customer-focused initiatives and strategies.
• Maintain and update Standard Operating Procedures (SOPs)/FAQ’s for the Customer Happiness team.
• Ensure accurate and timely reporting of weekly, monthly, and quarterly performance metrics.
• Generate insights and analysis for senior management to inform decision-making.
• Utilize business and data analytics tools(e.g., Excel, Lark) to interpret complex data, generate actionable insights, and develop solutions to enhance service quality.

Requirements:

Minimum of 3 years in a customer support role, with at least 1 year in a senior or leadership capacity.

Strong knowledge of customer service tools, CRM software (e.g.,Zendesk, Freshdesk, Salesforce),and performance analytics.

Strong problem-solving, analytical, and communication skills.

Proven experience managing multiple priorities, meeting deadlines, and thriving in fast-paced environments.

Proven ability to work cross-functionally and build effective relationships with stakeholders.

Experience with AI/chatbot tools and knowledge of customer experience best practices.

Familiarity with data analysis and reporting tools.

Knowledge of industry trends and competitive customer service practices.

Excellent communication and interpersonal skills with the team.

Strong leadership and people management skills.

Ability to work under pressure and handle multiple tasks simultaneously.

Strong problem-solving abilities and a customer-centric mindset.

Analytical skills with the ability to interpret data and generate actionable insights.

Strong project management skills, with the ability to prioritize tasks, meet deadlines, and effectively coordinate multiple projects.

Familiarity with customer support KPIs and performance metrics.

Understanding of customer service best practices and workflows.

Bachelor’s degree/diploma in Business Administration, Management, Customer Service, or a related field.

3-5 years of experience in customer support or operations.

  Employment Type:  Permanent (Full Time)

  Min. Education:  Bachelor's Degree

  Spoken Language:  Malay, English

  Written Language:  Malay, English

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