Customer Support Manager

Job 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. Job Requirements: - Bachelor's Degree or Diploma in Business Administration, Engineering, Operations Management or related field. - Minimum 5 years of relevant working experience in a managerial or senior leadership role. - Experience in machinery, equipment or technical service industry will be an added advantage. - Able to work after office hours when required (for urgent customer support).