Customer Relations Manager

Join Our Alpha Iota Family, Where Everyone Wins!

• Exciting Work-from-Home Opportunities
• Learning & Development Programs to Upskill Yourself
• Lucrative Salary Package
• Health and Wellness Perks & Benefits
• Motivating and Supportive Teams

.and lots more!

Alpha Iota is based in Southeast Asia, where we are rapidly growing and are constantly on the lookout for talented individuals like yourself who want to make a difference and kickstart their successful careers. Heres what awaits you at Alpha Iota!

Role Summary:

The Customer Relations Manager is responsible for overseeing the Customer Service (CS) team to ensure high-quality customer support and satisfaction. This role involves strategic planning, performance management, process improvement, and fostering a customer-centric culture. The Customer Relations Manager will collaborate with cross-functional teams to drive efficiency, enhance customer experiences, and contribute to business growth.

What would you be doing:

Team Leadership & Management:

• Supervise and mentor Senior Team Leads to effectively manage their respective teams.
• Provide guidance, coaching, and performance feedback to ensure continuous development.
• Foster a positive and high-performing team culture aligned with company values.

Customer Service Operations:

• Oversee the daily operations of the Customer Service team, ensuring timely and effective resolution of customer inquiries and issues.
• Implement and maintain customer service standards, policies, and procedures.
• Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure operational efficiency.
• Analyze customer feedback and operational data to identify areas for improvement.

Process Improvement & Strategy:

• Develop and implement strategies to enhance customer satisfaction and retention.
• Optimize workflows and introduce automation or technology solutions to improve efficiency.
• Collaborate with other departments (Sales, Transactions, Marketing, etc.) to ensure a seamless customer journey.
• Drive initiatives to reduce customer complaints and enhance service quality.

Reporting & Analysis:

• Generate and review reports on team performance, customer feedback, and service trends.
• Present insights and recommendations to senior management to support business decisions.
• Ensure compliance with company policies and industry best practices.

Stakeholder Management:

• Serve as the primary escalation point for complex customer issues.
• Work closely with internal and external stakeholders to resolve challenges effectively.
• Represent the Customer Relations team in cross-departmental meetings and initiatives.

To be successful in this role, you will need to have:

• Experience in a fast-paced and customer-focused environment.
• Ability to handle high-pressure situations and complex escalations.
• Strong project management and organizational skills.
• Must be fluent in Mandarin, English, and Malay to communicate effectively with a diverse customer base.
• Minimum 4 years of experience in customer service, with at least 2 years in a managerial role.
• Proven experience in leading and coaching senior-level team members.
• Strong understanding of customer service principles, tools, and best practices.
• Excellent leadership, communication, and problem-solving skills.
• Ability to analyze data, identify trends, and implement strategic improvements.
• Proficiency in CRM software and customer service technologies.

Keen to understand more?

Send your resume to recruitment@alphaiotabpo.com today and lets chat!