Customer Relations Manager (Remote based)

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 [email protected] today and lets chat!