Senior Manager, Customer Service (English & Mandarin Support)

Manages and supervises a customer service team, monitoring performance and building a professional brand image. Focuses on team goals, process optimization, and ensuring efficient workflow.

Overview

Department

Customer Service

Job type

Full time

Compensation

Salary not specified

Location

Kuala Lumpur, Malaysia, Southeast Asia

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Requirements

Bachelor's degree or above.

Experience in the blockchain/ cryptocurrency industry.

Strong sense of responsibility, with full execution capability. Possesses proactive work attitude and leading by example, with good affinity, communication skills, coordination skills, and good stress tolerance.

Has more than 2 years of customer service team management experience, with a team size of more than 45 people.

Possesses good business sensitivity and foresight, with a certain innovative spirit.

Excellent command of spoken and written English and Mandarin as the role requires to deal with China Mandarin speaking counterparts.

Responsibilities

Responsible for the daily management and supervision of the team, monitoring and achieving various data indicators of the team, and building a professional customer service brand image.

Devote efforts to the team's goals, planning, and policy implementation, formulate and optimize processes and systems, and ensure efficient workflow.

Familiar with competitors’ products and continuously drive product optimization to ensure an excellent user experience.

Enhance the management capabilities of subordinates, provide work assistance and training for the team. Improve individual capabilities and effectively demonstrate leadership.

Possesses effective interdepartmental coordination and cooperation, strengthen collaboration between departments to complete tasks efficiently.

Ensure timely follow-up and resolution of abnormal situations, promptly address special or significantly impactful issues, and intervene as needed.

Benefits

Competitive remuneration package

Meal allowance up to RM 500/ month

Unlimited transport allowance (T&C apply)

Monthly team building

RM 3,500 training & wellness benefits per annum

Yearly bonus

Convenient workplace (5 minutes walk from MRT TRX)

Insurance coverage for employees & dependants

Excellent prospects for growth and promotion: We provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed

Employee engagement, recognition and appreciation program

Multinational working environment: Advance your career by interacting with individuals from various backgrounds, cultures, and nations