Customer Service cum Operations Manager

Agensi Pekerjaan Executive Recruiters Sdn Bhd

Job Location:

Petaling Jaya - Malaysia

Monthly Salary: MYR 10000 - 10000

Experience Required: 5years

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Customer Service Management
Handle customer inquiries via WhatsApp email phone social media and marketplace platforms.
Set and maintain service standards for response time resolution and customer communication.
Resolve complex cases including refunds returns chargebacks delivery delays and product issues.
Develop SOPs scripts FAQs and escalation protocols.
Train coach and evaluate the customer service team to ensure consistent quality.
Operations & Fulfilment Supervision
Oversee the entire order process: confirmation payment verification fulfilment dispatch tracking and closure.
Liaise with warehouse 3PL partners and couriers to meet cut-off times and resolve delivery exceptions.
Ensure accurate SKU/serial tracking warranty registration and voucher management.
Monitor stock availability and coordinate with purchasing for restocking or substitutions.
Merchant & Supplier Coordination
Work with merchants to ensure product readiness timely delivery and replacement of defective items.
Uphold fulfilment SLAs and ensure compliance with packaging and service requirements.
Process Improvement & Compliance
Identify recurring issues and implement solutions through process updates automation or tool improvements.
Support audits and partner inquiries with proper documentation.
Maintain accurate records for disputes including proof of delivery communications and transaction details.
Reporting & Performance Tracking
Monitor and report on KPIs such as order backlog delivery performance complaint trends and refund volumes.
Provide weekly summaries with actionable insights and risk alerts.

Requirements

Required Skills & Competencies:
Fluent in English and Bahasa Malaysia (Mandarin an advantage).
Experienced in handling difficult customer situations professionally.
Structured detail-oriented and able to execute tasks efficiently.
Proficient with CRM systems spreadsheets and order management tools.
Leadership ability with a focus on coaching and team accountability.
Collaborative approach able to work with finance warehouse IT and external partners.
Minimum Qualifications:
Diploma or Degree in Business Operations Communications or related field.
36 years of experience in customer service and/or operations management.
Background in e-commerce logistics payments or loyalty programs is preferred.
Preferred Experience (Advantageous):
Knowledge of bank-related disputes chargebacks and cardmember issues.
Familiarity with fulfilment workflows courier management and serial number tracking.
Experience with hybrid fulfilment models (in-house and merchant drop-ship).

Customer Service Management Handle customer inquiries via WhatsApp email phone social media and marketplace platforms.Set and maintain service standards for response time resolution and customer communication.Resolve complex cases including refunds returns chargebacks delivery delays and product iss...

Customer Service Management
Handle customer inquiries via WhatsApp email phone social media and marketplace platforms.
Set and maintain service standards for response time resolution and customer communication.
Resolve complex cases including refunds returns chargebacks delivery delays and product issues.
Develop SOPs scripts FAQs and escalation protocols.
Train coach and evaluate the customer service team to ensure consistent quality.
Operations & Fulfilment Supervision
Oversee the entire order process: confirmation payment verification fulfilment dispatch tracking and closure.
Liaise with warehouse 3PL partners and couriers to meet cut-off times and resolve delivery exceptions.
Ensure accurate SKU/serial tracking warranty registration and voucher management.
Monitor stock availability and coordinate with purchasing for restocking or substitutions.
Merchant & Supplier Coordination
Work with merchants to ensure product readiness timely delivery and replacement of defective items.
Uphold fulfilment SLAs and ensure compliance with packaging and service requirements.
Process Improvement & Compliance
Identify recurring issues and implement solutions through process updates automation or tool improvements.
Support audits and partner inquiries with proper documentation.
Maintain accurate records for disputes including proof of delivery communications and transaction details.
Reporting & Performance Tracking
Monitor and report on KPIs such as order backlog delivery performance complaint trends and refund volumes.
Provide weekly summaries with actionable insights and risk alerts.

Requirements

Required Skills & Competencies:
Fluent in English and Bahasa Malaysia (Mandarin an advantage).
Experienced in handling difficult customer situations professionally.
Structured detail-oriented and able to execute tasks efficiently.
Proficient with CRM systems spreadsheets and order management tools.
Leadership ability with a focus on coaching and team accountability.
Collaborative approach able to work with finance warehouse IT and external partners.
Minimum Qualifications:
Diploma or Degree in Business Operations Communications or related field.
36 years of experience in customer service and/or operations management.
Background in e-commerce logistics payments or loyalty programs is preferred.
Preferred Experience (Advantageous):
Knowledge of bank-related disputes chargebacks and cardmember issues.
Familiarity with fulfilment workflows courier management and serial number tracking.
Experience with hybrid fulfilment models (in-house and merchant drop-ship).