Job Description

We are looking for a qualified Customer Service Leader who are expected to perform the responsibilities, duties, and tasks given in the following job description:Responsibility :

• Monitoring customer service and consultants on following up with sales and leads generated via exhibitions, retail outlet, walk-in/ call-in inquiry and e-Shop.
• Allocate workload and job segregation to each of the teammates.
• Perform group lead responsibility: communicate business information to the team, coordinate cross-coverage during employee absences, help the team resolve customer supply issues and ensure job instructions are consistently followed.
• Coordinate the team members\xe2\x80\x99 efforts in addressing supply issues to ensure customer satisfaction.
• Responsible in monitoring customer service handling customer complaints & problem-solving.
• Initiate training development plan and organize necessary skills for all customer service.
• Set and monitor service quality objectives and process improvement. Drive the team\xe2\x80\x99s efforts to implement.
• Review a weekly and monthly reporting on departmental performance Sales KPI (up-sales).
• Lead the team members to manage back-order against customers\xe2\x80\x99 deliveries to ensure no backlog and failed delivery.
• Ensuring code of conduct and proper adherence to documentation procedures in relation to daily operations.
• Develop order processing and other customer service team procedure in details to ensure knowledge capture on order processing.
• Set and evaluate Performance Appraisal to customer service.
• The Customer Service department is required to co-operate with Marketing, Retail, Warehouse & Logistics, Technical, and Accounts department daily, Customer Service Manager required to make sure company policy and regulation are always followed.
• Make sure SOP is in place for customers.

• Minimum of 5 years of working experience, experience in the industry of Home Products and Electrical Appliances is preferred.
• Candidate must possess a minimum of a Degree, Diploma in Business, Management, or related field.
• Good oral and written skills in English, Mandarin, and Bahasa Malaysia.
• Required skill(s): MS Excel, MS Office, MS PowerPoint, and MS Word.
• Possess own car transport.
• Demonstrate strengths in leadership, interpersonal, and organizational skills.
• Cheerful outlook and confident collaborator.

Exaltech Sdn Bhd