Customer Service Assistant Manager
Customer Service Assistant Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
To assist Customer Service Manager for the day-to-day operation of Customer Service Department to ensure efficient and timely processing of Orders Deliveries and related activities for Domestic Sales.
- Serve as prime contact for order related activities for Sika.
- Work closely with CSM and lead the customer service representative and oversees the daily operation of customer service.
- Lead train and motivate the customer service team to meet or exceed service level agreements (SLAs) and customer satisfaction targets.
- Communicate proactively with customers on requirements order status open complaints etc. to ensure customer satisfaction.
- Collaborate with cross-functional teams (Sales Operations Finance and Procurement) to ensure seamless order fulfillment and customer satisfaction.
- Monitoring of open sales orders. Clean up obsolete orders and maintain open orders is up to date.
- Ensures execution of process in line with Sika integrity safety and policies.
- Resolve product or service problems by clarifying the customers complaint determining the cause selecting and explaining the best solution and following up to ensure resolution.
- Manage and resolve customer inquiries complaints and escalations in a professional and efficient manner. Liaise with CSM/ TM/ Sales Manager.
- Provide support to improvement projects and commitments requiring a basic understanding of customer service practices and procedures.
- Other duties as assigned.
Qualifications :
- Degree / Diploma in any discipline and with relevant years of relevant working experiences preferably in Commerce field.
- 5 years working experience (preferably in Customer Service field); and
- Proven experience in customer service management or a similar role ideally in a fast-paced environment.
- Previous experience working with SAP in a customer service or operations role.
- Good computer skills especially in MS Application (esp. Excel and Word)
- Proficiency in SAP including experience with SAP CRM SAP SD and SAP MM (or related modules).
- Ability to analyze data and generate reports within SAP for performance tracking and decision-making.
- Willingness to learn new skill and competencies.
- Strong organizational skills with the ability to manage multiple tasks and priorities.
- Ability to work collaboratively across departments to meet customer needs.
- Good communication skills in both spoken and written English and Bahasa Malaysia
- Ability to communicate in Mandarin and local Chinese dialects will be an added advantage.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
