Assistant CS Manager at GoGoX

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

04 Mar, 26

Salary

0.0

Posted On

04 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Leadership, Logistics, Order Management, Data Accuracy, Performance Evaluation, Continuous Improvement, Cost Optimization, Team Management, Mentoring, Communication, Problem Solving, Disciplinary Actions, Microsoft Office, Excel, Bilingual

Industry

technology;Information and Internet

Description

We are looking for an Assistant Customer Service (CS) Manager to oversee daily operations, ensuring that client needs are met efficiently while maintaining strong communication with all stakeholders. In this role, you will manage order accuracy, evaluate agent performance, resolve escalated issues, and drive continuous improvement initiatives. You will also be responsible for optimizing local call center costs, monitoring team overtime, and conducting disciplinary actions when necessary. The ideal candidate has a background in logistics or related industries, with strong leadership skills and a proven ability to mentor and develop a high-performing CS team. What You Will Deliver Ensure that all areas of CS duties are managed daily ensuring clients needs are met in all operations Ensure smooth and open communication with clients and respective stakeholders Ensure all requirements are met by clients' requests in order management and data accuracy Attend CS-related meetings for regular updates on CS operations Take ownership of all customers issues and provide resolution Evaluate agent performance and operation flow, proposal continuous improvement plan Keep accurate records and CS-related documents, including but not limited to driver partners Prioritise resolution for escalated cases Provide cost optimisation of local call center Monitor and optimise CS teams' OT hours Conduct disciplinary actions for non compliance among the CS team Recruit, mentor and develop CS representatives by nurturing an environment to excel Control resources and utilise company assets to achieve qualitative and quantitative targets Maintain orderly workflow according to priorities Responsible for outbound and inbound order management Any other ad-hoc duties as per required Who You Are Experience in the logistic industry, warehouse, trucking company, or freight forwarding industry will be a plus Fundamental Microsoft Office knowledge and experience, especially in Excel Enthusiastic about logistics, technology, and e-commerce At least 3 years of Customer Service experience and leadership role Able to work under pressure and peak deliverables Able to work on shifts, some weekends and Public Holidays Fluent in Chinese (Cantonese and Mandarin)

Responsibilities

The Assistant CS Manager will oversee daily operations to ensure client needs are met efficiently while managing order accuracy and evaluating agent performance. This role also involves resolving escalated issues and driving continuous improvement initiatives within the customer service team.