Customer Service Operations Manager

Key Responsibilities:

Leadership and Managing:

• Manage and lead the customer service operation team, manage customer feedback, complaints, and issues together with managing peers
• Provide coaching, training, and development to team members to enhance their performance and customer service skills
• Manage the budget for the customer service department, ensuring resources are allocated efficiently.
• Ensure customer service in the region Asia are aligned with the resource planning that all cost efficiency standards are met, well manage budgets and customer experience goals.

Project Planning & Execution:

• Develop and implement streamlined processes and workflows to enhance operational efficiency.
• Identify and address operational bottlenecks, improving service delivery time and customer satisfaction.
• Standardise best practices for handling inquiries, complaints, and service requests.
• Support department handling project schedules, allocate resources, and monitor progress.
• Ensure compliance with safety standards, regulations, and company policies.

Collaboration:

• Ensure smooth collaboration between teams and resolve any operational issues.
• Work closely with other departments such as sales, marketing, and product management to ensure cohesive service delivery.
• Serve as the point of escalation for complex or high-priority customer issues.

 Technical Oversight

• Oversee the installation, maintenance, and troubleshooting of technical and electrical systems with an eye to constantly  improve operational efficiency.
• Identify and resolve issues proactively to minimize project delays.

Coordination & Reporting:

• Communicate with customers, vendors, and internal teams to ensure project requirements are met.
• Prepare and present project status reports to management.
• Ensure proper documentation of project activities, including work progress and resource allocation.

Requirements:

• Bachelor’s Degree in business, project management, or a related field (preferred).
• 5+ years in customer service or operations management, with at least 2 years in a leadership role.
• Experience in customer success models and customer excellence
• Strong leadership, organizational, and problem-solving skills.
• Knowledge of electrical systems, installation, and maintenance processes.
• Ability to manage multiple projects and work under pressure.
• Proficiency in project management tools.
• Strong communication and interpersonal skills.