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Vacancy: Customer Service Manager (English & Mandarin Speaking)

Job Title: Customer Service Manager (English & Mandarin Speaking)

Location: Kuala Lumpur

About ALPAKA: ALPAKA is a dynamic and rapidly expanding lifestyle brand specializing in designing and producing high-quality, innovative, and sustainable products. Committed to delivering exceptional products and customer experiences worldwide, we are currently seeking an experienced and multilingual Customer Service Manager to lead our team and further enhance our customer support operations.

Position Overview: As a Customer Service Manager at ALPAKA, you will play a pivotal role in managing and optimizing our customer service operations. Proficient in both English and Mandarin, you will be responsible for overseeing the team's communication with customers, including collaboration with our China-based team and managing the Philippines customer service team. Additionally, you will play a crucial role in setting up a new customer service team in Kuala Lumpur.

Key Responsibilities:

Team Leadership:

  • Lead and manage the customer service team in Kuala Lumpur, fostering a customer-centric culture and ensuring team members provide outstanding support.
  • Coordinate with the Philippines customer service team, providing guidance, training, and support as needed.
  • Establish and implement customer service policies and procedures.

Customer Communication:

  • Oversee and ensure prompt, professional responses to customer inquiries via email, phone, and chat.
  • Provide direction on handling product information, order-related questions, and effective resolution of customer issues.
  • Maintain a friendly and helpful demeanor in customer interactions, setting a standard for the team.

Multilingual Support:

  • Utilize your fluency in English and Mandarin to facilitate effective communication with customers in both languages.
  • Collaborate with the China-based team to ensure seamless communication and problem resolution.

Shipping and Logistics:

  • Manage relationships with shipping companies and logistics partners, addressing order tracking, shipping issues, and providing accurate updates to customers.
  • Assist with customs clearance and shipping documentation, ensuring compliance with regulations.

Order Management:

  • Oversee end-to-end customer order processes, including processing, tracking, and managing returns.
  • Ensure accurate and timely order fulfillment.

Product Knowledge:

  • Encourage and facilitate a deep understanding of ALPAKA's product range within the team to provide comprehensive product support.
  • Keep the team updated on product changes and updates.

Issue Resolution:

  • Lead the investigation and resolution of customer complaints or issues, ensuring solutions align with both customer and company needs.

Documentation:

  • Oversee the maintenance of accurate and detailed records of customer interactions and inquiries.
  • Generate reports to analyze customer service trends and performance metrics.

Qualifications:

  • Fluency in both English and Mandarin (reading, writing, and speaking) is essential.
  • Proven leadership experience in customer service, ideally in a retail or e-commerce environment.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and a customer-focused attitude.
  • Attention to detail and the ability to manage multiple tasks simultaneously.
  • Familiarity with shipping and logistics processes is a plus.
  • Ability to work effectively in a multicultural and cross-functional team.

How to Apply: Interested candidates are invited to submit the following:

  • Resume/CV
  • A cover letter highlighting your customer service management experience and bilingual proficiency in English and Mandarin.

Join ALPAKA and lead our customer-centric team, ensuring exceptional experiences for our customers globally!

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