Customer Service Manager (IT) - #1098723

Key Responsibilities:

• Lead and manage offshore CSO teams, ensuring high performance and team engagement

• Monitor daily operations to ensure service level targets are met across all customer channels

• Oversee customer interactions via WhatsApp, social media platforms, and email; ensure timely and professional responses

• Handle escalations and customer complaints efficiently, aiming for resolution and improved satisfaction

• Utilize IT systems to support day-to-day operations and identify opportunities for automation or process improvements

• Collaborate with cross-functional teams (IT, product, operations) to address technical issues and improve customer journey

• Analyze customer service metrics and prepare regular reports for senior management

• Conduct regular team training and performance reviews to maintain high-quality service

Requirements:

• Proven experience managing offshore customer service teams of ~20 members, ideally from Malaysia and Indonesia

• Hands-on experience in handling customer enquiries via WhatsApp, social media, and email platforms

• Strong IT background with technical proficiency to troubleshoot tools, systems, or service platforms

• Excellent leadership, communication, and interpersonal skills

• Ability to work in a fast-paced, customer-centric environment

• Experience with CRM tools and ticketing systems is a plus

• Bachelor’s degree in IT, Business Administration, or related field preferred