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    Manager, Customer Excellence - Petaling Jaya, Malaysia, Selangor - CompAsia

    CompAsia
    CompAsia Petaling Jaya, Malaysia, Selangor

    2 days ago

    Default job background
    Full time
    Description

    Be Our Manager, Customer Excellence

    As a Manager, Customer Excellence, you'll be at the forefront of creating exceptional customer experiences Lead and inspire a dynamic team, set ambitious goals, and use cutting-edge tools to revolutionize customer experience. Dive into data, identify areas for improvement, and collaborate with various business units for an exhilarating opportunity to reshape and elevate our customer excellence landscape.

    Who Are We

    CompAsia is a digital and technology company that provides end-to-end solutions for certified pre-owned devices focusing on the mobile phone life-cycle value chain. Our focus is on delivering a mobile phone lifecycle experience not limited to Trading, Financing and Insurance.

    What Role Will You Play in Shaping CompAsia's Future

    • Provide superb customer service by leading and motivating the customer excellence team and meeting customer satisfaction goals.
    • Supervise customer excellence team. Supervisory duties include coaching, training, and motivating staff to perform effectively.
    • Responds to customer inquiries across several channels.
    • Develop policies and procedures to establish a centralized customer excellence business unit whilst enhancing current processes.
    • Roll out and implement state-of-the-art customer service tools and software.
    • Develop goals for the team and report progress to stakeholders.
    • Deep dive on customer metrics to identify gaps and areas of improvement.
    • Work closely with other business units such as supply chain, e-commerce, and etc to improve and close the gaps in processes.

    What Qualifications and Experience Will You Bring to Excel in This Role

    • Diploma or Bachelor's degree in any field
    • Minimum 1 year of experience in leading a customer service team.
    • Experience in handling inbound enquiry, outbound verification and outbound collection
    • Proficiency in Microsoft Office and customer service software.
    • Outstanding written and verbal communication skills.
    • Excellent leadership and interpersonal skills.
    • Self-driven and takes initiative.
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