Customer Service Manager

Lead and manage the Customer Service team to deliver excellent customer experience.

Monitor team performance and establish KPIs to maintain a high level of customer satisfaction.

Handle customer complaints or issues professionally and ensure prompt resolution.

Develop and implement strategies to improve customer service processes and experience.

Prepare monthly reports and propose improvement plans for the customer service system.

Train, guide, and motivate team members to achieve service excellence.

Job Requirements

• Bachelor’s Degree in Business Management, International Communications, or any related field.
• Minimum 5 years of experience in customer service (supervisory or managerial experience preferred).
• Strong communication, leadership, and problem‑solving skills.
• Able to work under pressure and manage multiple priorities effectively.
• Highly proficient in using CRM systems, Microsoft Excel, and other Microsoft Office tools to manage data and improve workflow efficiency.
• Fluent in both English and Malay (additional languages are an advantage).
• Have analytical thinking to identify complaint patterns and propose solutions for customer retention.

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