「CLOSED」Customer Relation Manager – KL (Ref ID: 13172)

・ To oversee and ensure smooth operation of the CR (includes CS & POC) Team.

・Troubleshoot and resolve operational issues escalated by CR team members and implement preventive measures.
・ Manage staff’s productivity and explore ways to enhance the quality of service to customers.
・ Regular review of workflow and propose improvement to ensure smooth daily operation.
・ Ensure proper recording and accuracy of data kept for KPI reporting.
・ Collate and prepare CR activities reports and submit to Head Office.
・ Manage customer database master to ensure compliance to company policy.
・ Manpower deployment to handle overflowing tasks across sections.
・ Provide training and guidance to team members or new hires.
・ Manage CS projects and Kaizen activities.
・ Project management in improvement projects e.g. Order Automation, RPA and Chat Bot.
・ Monitor order processing status and ensure that orders are processed within the various cut-off time.
・ Cover operation duties when the team is shorthand due to unforeseen circumstances.
・ Liaise with Sales Team and Accounts Team over AR matters and suspension of account.
・ Assist in general product inquiry, customer feedback or complaints.
・ Liaise with Business Development Team and supplier on customer’s orders, product claims and return cargos.
・ Liaise with Sales Team and Shipping Team on customers’ orders and delivery status.
・ Conduct weekly meeting.
・ Verify Credit/Debit Notes.

・ Diploma in any field
・ Minimum 6-8 years Customer Service experience (preferably in a trading company)
・ At least 4 years at managerial level
・ Service-oriented and good customer service skills
・ Able to travel (Klang Valley, outstation if requires)

・Able to communicate well in Mandarin & English