
IT Customer Service Manager
2 weeks ago
**Job Summary**:
**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
- 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
- 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
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