Assistant Manager, Customer Service

This role will assist Manager in supervising the Customer Service counter team to deliver a high standard of service for customers and distributors by overseeing day to day implementation effectively and efficiently.

Requirements

• Respond to customer enquiries, feedback, and more complex or escalated cases with professionalism and care, ensuring a smooth and consistent customer experience.
• Provide timely guidance and coaching to the Customer Service team in handling customer enquiries and feedback, helping them build confidence and capability while continuously improving service quality.
• Act as Centre‐in‐charge to support and oversee the Customer Service team, ensuring the achievement of customer service performance KPIs (e.g. wait time, handling time, customer satisfaction score, NPS) through regular real‐time monitoring.
• Motivate, coach, and develop team members to achieve strong performance and meet individual, team, and departmental objectives (e.g. turnover and team morale). Organize and design training programs as needed, to enhance team members’ knowledge and service skills.
• Support the Manager in maintaining service continuity during peak periods, staff leave, or operational changes.
• Support the implementation of new initiatives, system enhancements, or service improvement projects introduced by management.
• Prepare regular monthly and ad‐hoc management reports accurately and within agreed timelines.