Job Description

Position Overview

As our

Customer Service Manager

, you will be responsible for overseeing the

end-to-end customer experience

across multiple touchpoints, including email, social media, phone calls, and live chat. You will lead and grow a high-performing team, implement service excellence initiatives, and collaborate with cross-functional departments to ensure customer satisfaction aligns with our

brand promise

.

Key Responsibilities

Lead, coach, and develop the

customer service team in Malaysia

, ensuring continuous growth and high engagement. Design and implement

SOPs and workflows

to improve ticket resolution times and deliver consistent service quality. Monitor key performance metrics (

response time, CSAT, NPS, FCR

) and drive improvements. Manage escalated cases and resolve customer conflicts with professionalism and empathy. Collaborate cross-functionally with

operations, warehouse, marketing, and product teams

to enhance the overall customer journey. Deliver

weekly and monthly performance reports

with actionable insights to management. Champion

automation and self-service solutions

(FAQs, chatbots, help centers) to improve efficiency and scalability. Gather, analyze, and present

customer feedback and insights

to inform product and business strategies. Ensure

excellent customer satisfaction

for both local and regional markets, as required.
Requirements

5+ years of customer service experience

, with at least

2+ years in a leadership role

. Strong communication skills in

English and Bahasa Malaysia

; proficiency in

Mandarin

is a plus. Hands-on experience with

customer support platforms

(e.g., Zendesk, Freshdesk, Gorgias, Intercom). Empathetic,

solution-oriented

, and able to manage high-pressure situations effectively. Solid understanding of

e-commerce, logistics, and after-sales processes

. Proven

people management and coaching skills

, with the ability to motivate and develop a team.
Job Type: Full-time

Pay: RM4,500.00 - RM6,000.00 per month

Benefits:

Maternity leave Opportunities for promotion Professional development
Experience:

Customer service: 4 years (Preferred)
Work Location: In person