Our client is a renowned Engine MRO in Malaysia with a production line specializing on the maintenance and overhaul of engine parts.
They are currently looking for a Section Manager - Customer Support, whom will be directly responsible to the CFO and is responsible for managing the company’s customer support functions and overseeing overall customer support management, planning, systems and controls.
This position will be based in Malaysia, and relocation will be required.
Job Responsibilities
- Supervise, coach, lead and manage the customer support team under his/ her section. This typically includes training to ensure that personnel are updated with latest methods, procedures and requirements; work allocation and problem resolution, as well as participating in decisions for hiring and performance evaluation
- Managed departmental work distribution, quality, productivity and actively manage the team’s human resource related issues
- Communicate performance against objective with the individual team members and constantly monitor performance in term of the agreed key performance indicators
- Conduct regular team meetings to ensure two-way communication is maintained between team members and the management
- Maintain an excellent rapport and high standard of integrity, tactful and professionalism with the customers including attending to the customers’ special request
- Attend to the resolution of escalated customer complaints received and resolve the issues within the agreed KPI or urgency
- Support the management team in the creation of management reports
- Oversees overall Turn Around Time (TAT) and On Time Delivery (OTD)
- Identify opportunities to improve processing, monitoring and controlling efficiency
Job Requirements
- Minimum Degree in any discipline
- Minimum 8 years of working experience
- Ability to communicate in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide instructions to all employees
- Excellent communication both verbal and written in English and Bahasa Malaysia, organizational, motivating, customer orientation, dynamic, self-motivation, good planning and management skills.
- Strong analytical and problem-solving skills and the ability to successfully interact with staff and internal partners to problem solve to achieve company goals
- Able to work independently and with a high degree of confidentiality
Please
APPLY NOW if you are interested with your latest up-to-date CV. Do note that only shortlisted candidates will be notified.
