Responsibilities :

Team Management

Leads, coaches and manages the Customer Service teamOperates as a Centre of Excellence and Value Add profit generator for the organizationCoordinates and ensures compliance on Customer Service excellence training for the CS team membersMonitors Global Customer Service KPIs: Customer Service Credits, Welcome Calls, Audit Adherence and as directed by the Global Leadership TeamLeads the various best practices and global initiatives rolled out from managementManages escalations for the team, from internal & external customersManages the workload balance, including acting as a backup as required

Customer/Stake Holder Management

Builds relationships with key customers and utilize that relationship to manage requests from the customer for mutual benefit.Develops tools to enhance customer service levels

Requirements :

University degreeFluent in business language of customer, with strong written and verbal communication skills.Experience as team leader and in supervisory levelExperience in order and complaint managementCapable of working in a dynamic team environmentWorks within established procedures with a moderate level of supervision with an ability to make sound decisions by assessing each situation using standard proceduresIdentifies problems and relevant issues in straightforward situationsComputer Skills, preferably with experience in Gmail and Google docs and Microsoft Word/ExcelSAP - ERP system knowledge preferredFlexible with work hours – if required to cover holiday calendarsFluency in English is required and fluency in any of the languages from Mandarin, Malay,  Bahasa Indonesia , Bahasa Malaysia preferred