Customer Service Assistant Manager

Position Overview

The Customer Service Assistant Manager is responsible for leading and supervising the customer service team to deliver exceptional service across all customer touchpoints, including online marketplace platforms and GQ official channels. This role focuses on operational excellence, service performance management, process optimization, and the integration of digital and AI solutions to enhance efficiency, improve customer experience, and support business growth.

Key Responsibilities

1. Customer Service Operations Management

• Supervise and manage a team handling incoming inquiries, chats, and messages from multiple channels (online marketplace platforms and other digital channels).
• Ensure consistent, timely, and professional responses in line with GQ customer experience standards.
• Monitor daily operations to ensure service quality and service level compliance.

2. Service Level KPI & Shift Management

• Define, implement, and monitor service level KPIs for all channels
• Manage shift scheduling and workforce allocation to ensure optimal coverage and productivity.
• Continuously review performance against KPIs and recommend improvements.

3. Knowledge Base & SOP Management

• Create, maintain, and regularly update knowledge base and SOPs for:

• Customer handling standards

• New product launches
• Promotions and campaigns
• Policies and processes
• Ensure all team members are equipped with up-to-date information and guidelines.

4. Quality Assurance & Training

• Develop and implement QA scorecards to evaluate service quality and compliance.
• Conduct regular QA assessments and provide structured feedback.
• Create training materials and deliver onboarding and refresher training programs.
• Design coaching plans to improve individual and team performance.

5. Performance Reporting & Analysis

• Prepare weekly and monthly performance reports covering productivity, service levels, and quality metrics.
• Analyze trends, identify gaps, and recommend corrective or improvement actions.
• Provide insights and recommendations for manpower planning based on volume and task analysis.

6. Workforce Planning & Optimization

• Conduct manpower planning based on forecasted volumes and operational requirements.
• Recommend resource allocation strategies to optimize workload and service efficiency.

7. Cross-Functional Collaboration

• Coordinate and collaborate with internal departments such as Sales, E-commerce, Marketing, Logistics, and Product teams.
• Share customer feedback and insights to support continuous improvement and business strategy.
• Provide market research and customer voice analysis to enhance product and service offerings.

8. Contact Center System & Digital Transformation

• Explore, evaluate, and implement contact center systems to optimize GQ customer service operations.
• Identify and adopt automation and AI solutions to improve efficiency, reduce manpower hours, and minimize operational administrative tasks.
• Drive continuous improvement through technology enhancement and process automation.

Qualification

Education & Experience

• Bachelor's degree in Business Administration, Customer Service Management, or related fields.
• Minimum 5 years of experience in customer service or contact center operations, with at least 2 years in a managerial role.
• Experience in retail, fashion, or e-commerce industry is preferred.
• Experience in Chat & Shop is an advantage

Skills & Competencies

• Strong leadership and team management skills.
• Solid understanding of contact center operations and omni-channel customer service.
• Experience in KPI development, QA systems, and performance management.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of CRM and contact center systems.
• Experience or strong interest in AI and automation tools for customer service.
• Excellent communication and stakeholder management skills.
• Good command of English