Customer Service Manager (Malaysia)

About Us

At Access Corporate Group, we're equipped with a holistic approach to brand development, marketing, and distribution. We connect ten million consumers around the globe to a carefully curated selection of premium beauty, wellness, and lifestyle brands. In just five years, we have transformed from distributing six partner brands to connecting with over 25 acquired and invested brands, while also serving as the distribution partner for 80 brands in 56 global markets. We're a company that moves fast, and our impact is tangible.

Job Responsibilities:

• Lead and manage the customer service team to ensure exceptional service delivery across various communication channels such as online, email, phone, and chat.
• Develop and implement customer service policies, procedures, and standards to enhance the overall customer experience.
• Resolve escalated customer issues promptly and effectively, ensuring a positive resolution and customer satisfaction.
• Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance service offerings.
• Collaborate with cross-functional teams to address customer concerns, share insights, and contribute to product and service improvements.
• Provide regular training and coaching to customer service representatives to enhance their skills and ensure consistency in service delivery.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum 5-6 years of experience in Customer Service, with at least 2 years in a leadership role specifically within the e-commerce industry, familiarity with the consumer protection laws, clear understanding of dispute resolution processes,
• Strong understanding of customer service principles, practices, and trends.
• Excellent communication and interpersonal skills.
• Ability to analyze data and use insights to drive continuous improvement.
• Proficiency in English, Mandarin, and Malay, with strong language skills both written and verbal.
• Leadership and team management skills, with the ability to coach and train team members.
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What’s in it for you?

At Access Corporate Group, we offer a rewarding package that includes:

• Competitive Compensation: You'll receive a generous salary package, complemented by various benefits, ensuring your hard work is duly rewarded.
• Professional Growth: We provide access to mentorship opportunities and comprehensive career development plans, fostering your personal and professional growth within our organization.
• Dynamic Exposure: Immerse yourself in a rapidly expanding and fast-paced business setting, where every day offers new challenges and opportunities for innovation.
• Collaborative Team: Join a high-performing, supportive team that is dedicated to excellence and teamwork, creating an environment where your ideas and contributions are valued and celebrated.

Look forward to hearing from you!