Customer Service Supervisor

About the role
As a Customer Service Supervisor at J&T EXPRESS (MALAYSIA) SDN. BHD.', you will play a crucial role in leading and overseeing a team of customer service professionals within our Bangsar, Kuala Lumpur location. This full-time position is crucial in ensuring our customers receive the highest level of support and satisfaction.

What you'll be doing:

1. Supervise and manage a team of customer service representatives, providing guidance, training and support to help them excel in their roles
2. Monitor customer service quality and performance, identifying areas for improvement and implementing effective strategies to enhance the customer experience
3. Serve as the primary point of contact for customers, handling complex inquiries and escalations to ensure timely and effective resolution of issues
4. Collaborate with cross-functional teams to identify and address customer pain points, implement process improvements and drive innovation
5. Analyse customer service data and metrics to generate insights, inform decision-making and drive continuous improvement
6. Foster a positive and productive work environment, promoting teamwork, customer-centricity and a culture of continuous learning

What we're looking for:

1. At least 3 years of management experience and 5 years of relevant business/operational experience.
2. Strong expertise in customer service SOPs and excellent communication skills.
3. Proficient in Microsoft Office, especially spreadsheet functions (Excel formulas).
4. Strong data analysis and proposal/report writing skills.

Apply now to join our dynamic team and be a part of our exciting journey!