Job Summary:
We are looking for an experienced and technically adept Customer Service Manager (IT) to lead and manage our offshore Customer Service Operations (CSO) team. The ideal candidate will have hands-on experience in managing a team of around 20 members, particularly from Malaysia and Indonesia, and be skilled in handling customer communications through WhatsApp, social media, and email. Strong technical proficiency in IT systems is essential to support and streamline daily customer service operations.
Key Responsibilities:
- Lead and manage offshore CSO teams, ensuring high performance and team engagement
- Monitor daily operations to ensure service level targets are met across all customer channels
- Oversee customer interactions via WhatsApp, social media platforms, and email; ensure timely and professional responses
- Handle escalations and customer complaints efficiently, aiming for resolution and improved satisfaction
- Utilize IT systems to support day-to-day operations and identify opportunities for automation or process improvements
- Collaborate with cross-functional teams (IT, product, operations) to address technical issues and improve customer journey
- Analyze customer service metrics and prepare regular reports for senior management
- Conduct regular team training and performance reviews to maintain high-quality service
Requirements:
- Proven experience managing offshore customer service teams of ~20 members, ideally from Malaysia and Indonesia
- Hands-on experience in handling customer enquiries via WhatsApp, social media, and email platforms
- Strong IT background with technical proficiency to troubleshoot tools, systems, or service platforms
- Excellent leadership, communication, and interpersonal skills
- Ability to work in a fast-paced, customer-centric environment
- Experience with CRM tools and ticketing systems is a plus
- Bachelor’s degree in IT, Business Administration, or related field preferred
