GEM Live
Country : Malaysia
  • Full-time

Customer Service Manager

GEM Live is a dynamic technology start-up operating within the realms of Kuala Lumpur's entertainment, lifestyle and F&B industry. We are a lifestyle booking app for the F&B and entertainment industry which offers privileged experience to its users; and GEM X App - a comprehensive venue management app solution designed to be the backbone of a merchant's business. Both apps work hand-in-hand in creating an ecosystem which drives consumer spending and merchant profitability.


- Be a subject matter expert of GEM Live from the point-of-view of customers to back-end production. There's always something new being developed so this will be an ongoing challenge.

- Influence the direction of GEM Live. Talk to customers, put yourself in their shoes, identify and recommend changes/optimization to improve everyone's experience.

- Communicate clearly and efficiently to our customers and team members via chat and email.

- Be accountable. You are the voice of the customer, you will need to proactively seek for actions and solutions until each concern of the customer is fully addressed.

- You will manage a team of Customer Services Executives. You will lead them, develop them and make sure that they are consistently able to provide excellence in Customer Service.

- Encourage, provide focus and support your team to achieve their goals. You create a safe working environment and analyse, plan and troubleshoot work activities. You nurture (multicultural) talent and lead by understanding your people.

- Share your ideas and hold the strong belief that any role can carry impact when done with hard work and passion.


You will enjoy the opportunities of:

- Building the entire Customer Service team from ground up.

- Empowerment in establishing and leading an entire division.

- Being a part of a fun, young and vibrant start-up work environment and culture.

- Great exposure and connections in the entertainment, lifestyle and F&B line.


- Willingness to work late and weekend shifts.

- Minimum 1-year people management experience and customer support services.

- Must be fluent in English. Ability to speak Mandarin / Cantonese / Bahasa Malaysia is an advantage.

- Excellent communicator. You should be able to interpret any complex content into something understandable by the average user.

- Passion (and patience) to talk to customers all day, every day!

- Candidate must be pro-active, thick-faced, quick to adapt, kind, and a sense of humour will help.

- Tech savvy, dynamic and creative problem solver who thrives in fast-paced environments with a great sense of communication, both verbally and in writing.

- Self-starter, natural born leader that is able to coach and grow a team of diverse individuals.

- Confident to take on new challenges and communicate via different channels including spontaneous interactions.

- Good understanding of business start-ups and a passion for entertainment and lifestyle related activities.

Total applicants :13 Job posted 1 month ago Total Views : 62 Unique Views : 61

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