Customer Service Manager

Position: Customer Service Manager Working hours: 5 days’ work week, Monday to Friday, 8.30am to 5.30pm Duration: Permanent Industry: Semiconductor & Electronics Main Responsibilities: - Lead, manage and oversee the daily operations of the customer support team to achieve high levels of customer satisfaction and operational efficiency. - Ensure good customer service through professional and timely handling of customers’ enquiries, orders, quotations, service requests, concerns and escalations. - Proactively communicate orders and shipment status updates, risks advice and recommendations to customers as well as senior management. - Identify and drive improvements in service processes and workflows to enhance team efficiency, service quality and overall service delivery excellence - Coordinate closely with internal departments to ensure timely orders fulfilment and resolution of customer issues. - Build and maintain strong relationships with customers, internal departments and senior management. - Maintain accurate and detailed documentation including customer reports and operational records. - Ensure compliance with company and customer policies, quality standards and regulatory requirements. Requirements: - Bachelor’s Degree or Diploma in Business Administration, Engineering, Operations Management, or a related field. - Minimum 3-5 years of managerial or senior years of managerial or senior leadership experience. - Background in machinery, equipment, or technical service sectors is highly preferred. - Strong team management, conflict resolution, consensus-building, and stakeholder alignment. - Meticulous, analytical, and highly self-driven with strong decision-making capabilities. - Excellent organizational, multi-tasking, and time-management skills in fast-paced environments. - Customer-focused mindset with exceptional communication skills. - Able to work outside of standard office hours when urgent customer support is required.