Enjoy employee discounts on beverage, merchandise, etc at all outlets across Malaysia.

Employee Discount

Establishment of corporate benefits to offer exclusive discounts or benefits to each employee. 

Employee Perk Programmes

Out-patient care and in-patient care are covered for all employee including ongoing wellness programs & activites.

Health and Wellness

Job training and continuing education help to fuel employee career growth.

Career Development

Provide more generous with their leave days. We have more than 6 other types of leave!

Extension Leave Benefits

ZUS COFFEE

<div>For many, coffee is a daily need.&nbsp;</div><div>Specialty coffee, however, is often seen as a luxury, something you treat yourself to only on special occasions.</div><div>We started ZUS Coffee to change this perception.</div><div>With the best quality ingredients, high-level coffee brewing technology and innovative business model, we’re evolving the concept of coffee consumption to make specialty coffee affordable for everyone, everyday.</div><div>a Necessity, not a Luxury&nbsp;</div>

ABOUT ZUS COFFEE

<div><strong>To be the #1 tech-driven coffee chain</strong>, where specialty coffee becomes a daily necessity and not a luxury confined by location and affordability. We envision a world where every individual can enjoy the quality of specialty coffee they rightfully deserve.</div>

VISION

Working In ZUS

<p><strong>Objective</strong><br>Assistant Manager, Customer Happiness will oversee and manage key customer support projects, drive operational improvements, and ensure exceptional service delivery across all channels. This role includes coordinating cross-functional teams, optimizing workflows, and implementing customer-centric initiatives. A key focus will be on enhancing the overall customer experience by developing agent soft skills, aligning team performance with strategic goals, and maintaining high service quality standards. <br><br><strong>Position Responsibilities</strong></p>
<p><strong>Project Planning &amp; Execution</strong></p>
<ul>
<li>Lead, coordinated, and managed customer happiness projects from inception to completion, ensuring alignment with strategic goals.</li>
<li>Develop project timelines, set objectives, and assign tasks to team members to meet deliverables within deadlines.</li>
<li>Monitor project progress, troubleshoot issues, and ensure solutions are implemented to keep projects on track.</li>
</ul>
<p><strong>Process Optimization</strong></p>
<ul>
<li>Evaluate current support processes to identify areas for improvement and optimize workflows for efficiency and better customer satisfaction.</li>
<li>Implement process enhancements based on data analysis, customer feedback, and industry best practices.</li>
<li>Work with Tech and Operations teams to integrate technological tools that streamline support functions and improve the customer experience.</li>
</ul>
<p><strong>Project &amp; Stakeholder Management</strong></p>
<ul>
<li>Collaborate with Product, Operations, Finance, Marketing &amp; Tech teams to implement solutions that enhance customer feedback and operational needs.</li>
<li>Contribute to strategic initiatives to improve customer service quality and align with business goals.</li>
<li>Communicate key insights and updates with stakeholders and ensure alignment on project goals.</li>
<li>Oversee complex initiatives and ensure successful on-time implementation within scope with successful implementation.</li>
<li>Foster a collaborative approach to ensure project deliverables are met while maintaining a customer-first perspective.</li>
</ul>
<p><strong>Peformance Tracking &amp; Reporting</strong></p>
<ul>
<li>Define Key Performance Indicators (KPIs) to track project outcomes and measure customer satisfaction, efficiency, and impact.</li>
<li>Conduct regular performance reviews of ongoing projects and provide feedback to relevant teams to improve outcomes.</li>
<li>Generate reports and insights on project performance for senior management, highlighting areas of success and opportunities for improvement.</li>
</ul>
<p><strong>Team Leadership &amp; Support</strong></p>
<ul>
<li>Provide guidance and support to team members involved in customer happiness projects, ensuring they are equipped with the tools and knowledge to succeed.</li>
<li>Lead by example to foster a customer-centric, proactive approach to project management.</li>
</ul>
<p><strong>Customer Experience Strategy</strong></p>
<ul>
<li>Develop and execute strategies to enhance the overall customer experience, incorporating project-based solutions that address customer pain points.</li>
<li>Research market trends and customer feedback to identify areas <br>for improvement and innovation.</li>
<li>Implement initiatives that drive continuous improvement, ensuring a high level of customer satisfaction and brand loyalty.</li>
</ul>
<p><strong>Risk Management and Issue Resolution</strong></p>
<ul>
<li>Identify potential risks within project timelines or deliverables and develop mitigation plans to minimize disruptions.</li>
<li>Manage escalated customer issues as necessary and ensure quick, effective resolutions that align with project goals.</li>
<li>Regularly review customer feedback to proactively address recurring issues or pain point is customer support process.</li>
</ul>
<p><strong>Job Authorities</strong></p>
<ul>
<li>Empowered to adjust workflows, procedures, and support processes to enhance efficiency and customer satisfaction.</li>
<li>Continuously evaluate and refine customer support processes, enabling the team to handle multiple tasks efficiently under pressure.</li>
</ul>
<p><strong>Cross-Functional Collaboration</strong></p>
<ul>
<li>Authority to work closely with other departments (e.g., Product, Operations, Tech) to address customer needs, align on project goals and drive continuous improvement in the customer journey.</li>
<li>Can advocate for customer-centric initiatives across departments and influence changes in product or service offerings based on customer feedback.</li>
</ul>
<p><strong>Process Improvement</strong></p>
<ul>
<li>Authority to propose, design, and implement process improvements within the customer support framework to enhance efficiency, reduce response times, and improve overall customer satisfaction.</li>
<li>Initiate projects based on the direct reporting manager/ HOD approval and recommend technological enhancements aimed at improving team workflows and customer experience.</li>
</ul>
<p><strong>Stakeholder Reporting and Updates</strong></p>
<ul>
<li>Prepare and present updates to the direct reporting manager/HOD on customer support performance, areas of improvement, and strategic initiatives.</li>
<li>Responsible for sharing relevant insights and recommendations to guide business decisions related to customer experience. <br><br></li>
</ul>

This job is all about boosting customer happiness as an Assistant Manager! You might like this job because you&#x27;ll lead exciting projects, collaborate with teams, and create strategies that make customers feel valued and heard.

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