Customer Success Team Manager - Malaysia - TIME's group

Description

Supervisors/Team Leaders (Call Centre & Customer Service)

• Manage the Customer Success Specialists (a.k.a. Learning Advisors), who are responsible for serving as the major touchpoint for parents/students through the whole subscription period; motivating students to achieve academic success and cultivate good learning habits; communicating frequently with parents to improve their child's learning experience; providing exceptional customer service and address customers' queries in a timely manner.
• Lead the whole Customer Success team to achieve monetisation results of existing customers, including user activity rate and renewal ARR.
• Build a strong and target-oriented team with excellent customer services and sales skills , through management and training.
• Build up a scalable methodology for driving high performance in the Customer Success Specialists; lead a strong team to a consistently scalable level.
• Work with product managers and business analysts to provide insights and implement solutions to drive higher team performance.
• Working hours: 12PM to 9PM (Weekdays), 10AM to 7PM (Weekend)
• Onsite for all working days
• Office located at Mid Valley, Kuala Lumpur
• Attractive quarterly commission scheme based on KPI performance

Qualifications

• 3 to 5 years of Customer Success and/or Sales (Farmer type) or similar experience. In addition, minimally 1 year of managing or leading a large team of employees (at least 5 to 10)
• Excellent communication skills and a good command of English as well as Chinese
• Target driven, data driven, good analytic skills, familiar with sales/customer service enablement tools such as CRM
• High energy, passionate, aggressive to drive higher performance for the team
• Highly self-motivated with the ability to work fast and smart independently
• Logical, quick learner, deeply empathetic of the customer
• Basic analytical skills are required, familiar with excel for basic data analysis
• Experience in education tech is preferred but not compulsory
• A good degree is highly advantageous

Company information

Registration No.

N

Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia?

How many years' experience do you have as a team manager?

Which of the following languages are you fluent in?

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