We are looking for a strong and experienced Customer Relations Manager to lead our Customer Service team. In this role, you will oversee customer service operations, drive team performance, and enhance customer satisfaction to support business growth.
Job Responsibilities
- Supervise and mentor Senior Team Leads to manage their teams effectively
- Provide coaching, guidance, and performance feedback to support continuous development
- Foster a positive, high-performing team culture aligned with company values
- Oversee daily Customer Service operations to ensure timely and effective resolution of inquiries and issues
- Implement and maintain customer service standards, policies, and procedures
- Monitor KPIs and SLAs to ensure operational efficiency
- Analyze customer feedback and operational data to identify improvement opportunities
- Develop and execute strategies to improve customer satisfaction and retention
- Optimize workflows and introduce automation or technology solutions for efficiency
- Collaborate with Sales, Transactions, Marketing, and other departments for a seamless customer journey
- Drive initiatives to reduce complaints and enhance service quality
- Generate and review reports on team performance, customer feedback, and trends
- Present insights and recommendations to senior management
- Serve as the primary escalation point for complex customer issues
- Work with internal and external stakeholders to resolve challenges
- Represent the Customer Relations team in cross-departmental meetings and initiatives
What We're Looking For
- Minimum 4 years of customer service experience, including at least 2 years in a managerial role
- Experience in fast-paced, customer-focused environments
- Ability to manage high-pressure situations and complex escalations
- Strong project management and organizational skills
- Fluent in Mandarin, English, and Malay to communicate with a diverse customer base
- Proven leadership and coaching skills for senior-level team members
- Deep understanding of customer service principles, tools, and best practices
- Excellent communication, leadership, and problem-solving skills
- Ability to analyze data, identify trends, and implement strategic improvements
- Proficient in CRM software and customer service technologies