EASY DECO SDN BHD Hiring! Full Time CUSTOMER SERVICE LEADER in Selangor, Earn up to MYR 5,000 - Ricebowl

• Lead, supervise, and coach the Customer Service (CS) team to ensure high performance and professionalism.
• Provide on-the-job training, guidance, and performance feedback to customer service team members.
• Handle escalation cases and support team in resolving complex customer issues.
• Oversee all incoming inquiries from WhatsApp, TikTok, Facebook, and other channels
• Ensure prompt response time.
• Review and improve response quality, communication style, and sales approach.
• Manage and monitor CRM system.
• Ensure all customer interactions are properly recorded, tagged, and tracked.
• Set up chat assignment rules, templates, and automation flows.
• Generate and analyze reports (response time, conversion rate, lead volume).
• Develop, implement, and continuously improve Customer Service SOPs.
• Identify workflow gaps and propose improvements to enhance efficiency and customer experience.
• Liaise closely with Sales, Warehouse, and Logistics teams to ensure accurate information on stock availability, pricing, and delivery.
• Coordinate with Marketing team on campaigns, promotions, and lead handling strategy.
• Ensure smooth handover from inquiry → order → delivery → after-sales.
• Track and report team KPIs, including response time, conversion rate, number of leads handled, follow-up effectiveness, conduct regular performance reviews and recommend improvements.

Pay: RM3,500.00 - RM5,000.00 per month

Benefits:

• Additional leave
• Cell phone reimbursement
• Free parking
• Maternity leave
• Meal allowance
• Opportunities for promotion
• Parental leave
• Professional development

Work Location: In person