Assistant Vice President, Customer Service Management

Overall Responsibilities

To oversee all aspects of Customer Service Operations and feeding into the strategy of enhancing customer experience. Keeping the department running in an efficient and profitable manner, increase customer satisfaction, loyalty (retention) and to act as customer ambassador without compromising the company's interests, safeguarding the organization from reputational risk and supporting the company in generating ROI.

Job Responsibilities

Assist the Head of Management (HOM) to lead, motivate, mentor, and manage the customer service team (office & operation staff) to achieve department KPIs and service-level objective by establishing clear expectations of performance and taking proactive action to bring performance back in line where required.
Assist the HOM in develop/, review and update the CSM policies & procedures and Standard Operating Procedure (SOP)
Set and enforce the developed policies and procedures (SOP).
Assist the HOM for overseeing all aspect of the daily operations and administration for Customer Service Management.
Monitor customer satisfaction levels by compiling of feedbacks from the front lines and take proactive measures to resolve issues by communicating effectively with other departments and improve overall customer experience.
Assist the HOM to develop and maintain operational reports, including daily, weekly, and monthly dashboards for management review.
Represent the HOM (if needed) to attend internal and external meeting on behalf of the company
Ensure that the customer service team operates in compliance with relevant regulations and standards.

Requirements

Bachelor’s degree in Business Administration or any related fields
Age between 35 – 45 years old
Minimum of 4 years in senior executive position with leadership role within a customer service environment.
Experience in airlines or rail industry would be an added advantage
Ability to inspire, develop, and manage teams to achieve performance targets.
Strong interpersonal, analytical and problem-solving skills
Ability to prioritize and manage multiple tasks effectively in a fast-paced environment
Good communication and writing skills in English and Bahasa Malaysia.
Possess basic customer service skills especially in persuasive communication.
Pleasant and well groomed

Note : This is a 2 years contract employment. Consideration for renewal or permanent will be based on performance.