全职 Customer Service - Assistant Manager 工作, 薪水 up to MYR 6,500, Smart Screen Asia Selangor 公司招聘中 - Ricebowl

Key ResponsibilitiesCustomer Service Operations

• Assist in managing the day-to-day operations of the Customer Service Department.
• Ensure timely and professional responses to customer inquiries through live chat, email, phone, social media, and ticketing systems.
• Monitor customer interactions to maintain high-quality service standards.
• Handle complex customer complaints, disputes, and escalated cases.
• Ensure all customer issues are resolved within established Service Level Agreements (SLAs).
• Develop and implement customer service procedures, policies, and best practices.

Team Leadership & People Management

• Supervise and support Customer Service Executives and Customer Support Representatives.
• Conduct onboarding, coaching, and ongoing training to improve service quality.
• Monitor individual and team performance against established KPIs.
• Assist with workforce planning, shift scheduling, and attendance management.
• Conduct regular performance reviews and provide constructive feedback.
• Foster a collaborative, customer-centric, and high-performing team culture.

Customer Experience Management

• Ensure a positive and consistent customer experience across all support channels.
• Identify recurring customer issues and recommend service improvements.
• Monitor customer satisfaction through surveys and feedback analysis.
• Support customer retention initiatives and loyalty programs.
• Coordinate with internal teams to enhance the overall customer journey.

Escalation & Complaint Management

• Investigate and resolve escalated customer complaints efficiently and professionally.
• Manage sensitive issues related to account access, payment disputes, technical problems, promotions, and service quality.
• Communicate resolutions clearly while maintaining customer confidence.
• Prepare incident reports and recommend preventive measures.

Operational Monitoring & Reporting

• Monitor daily operational performance and service metrics.
• Prepare daily, weekly, and monthly customer service reports.
• Analyze trends in customer contacts, complaints, and service quality.
• Track and report on key operational KPIs.
• Recommend process improvements based on data analysis.

Cross-Functional Collaboration

• Work closely with:
• Operations
• Game Operations
• Product Management
• IT and Technical Support
• Payment and Finance
• Fraud & Risk Management
• Marketing
• Compliance
• Human Resources
• Coordinate issue resolution and ensure effective communication across departments.

Compliance & Risk Management

• Ensure compliance with company policies, responsible gaming guidelines, and applicable regulations.
• Protect customer data and maintain confidentiality in accordance with privacy requirements.
• Monitor adherence to internal procedures and quality standards.
• Support audit and compliance activities when required.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• First Response Time (FRT)
• Average Handling Time (AHT)
• Average Resolution Time (ART)
• First Contact Resolution (FCR)
• SLA Compliance Rate
• Customer Complaint Resolution Rate
• Customer Retention Rate
• Ticket Backlog
• Quality Assurance (QA) Score
• Team Productivity
• Employee Attendance and Schedule Adherence

Qualifications

• Bachelor's Degree or Diploma in Business Administration, Customer Service, Hospitality, Communications, Marketing, or a related field.
• Minimum 3–5 years of customer service experience, with at least 1–2 years in a supervisory or team leadership role.
• Experience in online gaming, gaming platforms, digital entertainment, eCommerce, fintech, or BPO environments is preferred.
• Experience using CRM and ticket management systems is an advantage.

Pay: RM5,000.00 - RM6,500.00 per month

Work Location: In person