Customer Service Manager - IT

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