Customer Service Manager

More than just a recruitment company. At PRTR, we have been a part of our customer's success for 30 years as their total HR solutions partner. With 550 dedicated professionals and over 15,000 outsourced staff, we will continue to carry out our mission to develop a better career, a better life, and a better society, and thrive to become the No.1 people solutions organization in Southeast Asia.

Key Responsibilities

• Team Leadership: Lead, motivate, and develop the customer service team through regular performance evaluations, coaching, and training to achieve operational goals.
• Customer Relationship Management: Ensure timely and effective handling of customer inquiries, complaints, and feedback, while building and maintaining strong relationships with key clients.
• Inventory & Stock Management: Monitor inventory levels and buffer stock to ensure product availability, coordinating closely with factory and logistics teams to prevent stock shortages or excess inventory.
• Sales Contract Management: Review and verify sales contracts to ensure accuracy and alignment with agreed commercial terms.
• Sales Performance Monitoring: Track actual sales volumes against budgets and forecasts, identify performance gaps, and work with relevant teams to achieve sales targets.
• Process Improvement: Identify opportunities to enhance customer service processes, improve operational efficiency, and implement or optimise standard operating procedures (SOPs).
• Reporting & Analysis: Prepare regular reports on customer service performance, service metrics, customer feedback, inventory status, and sales results.
• Cross-functional Collaboration: Work closely with Sales, Marketing, Finance, Factory, and Logistics teams to ensure effective communication, smooth operations, and alignment with business objectives.

Qualifications & Requirements

• Bachelor’s degree or higher in a relevant field.
• At least 10 years of relevant experience, with experience in customer service management or team leadership preferred.
• Strong computer literacy and proficiency in relevant business applications.
• Good command of English, both written and spoken.
• Excellent leadership, interpersonal, communication, and problem-solving skills.
• Strong organisational and analytical skills, with the ability to manage multiple priorities.
• Ability to work effectively under pressure, take responsibility, and drive results.