Smart Screen Asia Hiring! Full Time Customer Service Manager in Federal Territory, Earn up to MYR 10,500 - Ricebowl

Key ResponsibilitiesCustomer Service Management

• Lead and manage the daily operations of the customer service team.
• Ensure timely and professional handling of customer inquiries via phone, email, live chat, and ticketing systems.
• Monitor customer interactions to ensure service excellence.
• Develop customer service standards and best practices.
• Handle complex customer complaints and service escalations.
• Maintain high customer satisfaction (CSAT) and Net Promoter Score (NPS).

Customer Success & Relationship Management

• Build strong relationships with enterprise and corporate customers.
• Ensure customer onboarding is completed successfully.
• Monitor customer health and identify opportunities for improvement.
• Coordinate customer feedback for product enhancements.
• Improve customer retention and reduce churn.

Team Leadership

• Recruit, train, coach, and mentor customer service representatives.
• Conduct performance reviews and coaching sessions.
• Develop KPIs and performance targets.
• Schedule staffing to meet service demand.
• Foster a customer-first culture within the team.

Service Operations

• Ensure compliance with Service Level Agreements (SLAs).
• Monitor response times and issue resolution.
• Analyze service performance reports.
• Improve workflows and customer support processes.
• Maintain documentation of support procedures.

Technical Coordination

• Coordinate with Cloud Engineers and Technical Support teams.
• Escalate critical technical incidents.
• Communicate service outages and maintenance updates.
• Track incident resolution progress.
• Ensure customers receive regular updates until issues are resolved.

Reporting & Analytics

• Prepare weekly and monthly customer service reports.
• Analyze customer satisfaction trends.
• Monitor key metrics, including:
• CSAT (Customer Satisfaction)
• NPS (Net Promoter Score)
• First Contact Resolution (FCR)
• Average Response Time
• Average Resolution Time
• Customer Retention Rate
• Ticket Backlog
• SLA Compliance

Process Improvement

• Identify service gaps and recommend improvements.
• Implement automation tools and AI-powered customer support where appropriate.
• Enhance knowledge base articles and FAQs.
• Improve customer self-service capabilities.
• Streamline support workflows.

Cross-Functional Collaboration

• Work closely with:
• Technical Support
• Cloud Operations
• DevOps
• Sales
• Product Management
• Engineering
• Finance
• Billing Team
• Marketing

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT) ≥ 90%
• SLA Compliance ≥ 95%
• First Response Time
• First Contact Resolution (FCR)
• Average Resolution Time
• Customer Retention Rate
• Customer Churn Rate
• Net Promoter Score (NPS)
• Ticket Resolution Rate
• Escalation Rate
• Employee Productivity
• Team Attendance
• Quality Assurance Score

Qualifications

• Bachelor's Degree in Business Administration, Customer Service, Information Technology, Computer Science, or a related field.
• Minimum 3–5 years of experience in customer service, customer success, or technical support.
• At least 2 years in a leadership or managerial role.
• Experience in cloud computing, SaaS, managed services, or IT solutions is preferred.

Pay: RM9,000.00 - RM10,500.00 per month

Work Location: In person