Job Description

The

Head of Administration & Customer Service

is responsible for leading, managing, and improving the company's administrative functions and customer service operations. This role ensures operational efficiency, excellent customer satisfaction, and a well-organized internal environment. The successful candidate will oversee teams, streamline processes, and implement policies that align with the company's strategic goals.

Key Responsibilities:

Administrative Management:

Oversee all administrative functions including office management, facility services, procurement, and company assets. Develop and implement administrative systems, processes, and policies to improve efficiency and compliance. Ensure regulatory and legal compliance in administrative operations. Manage administrative budgets and optimize cost-efficiency.

Customer Service Leadership:

Lead the customer service team to deliver outstanding customer experiences. Develop and implement service standards, procedures, and metrics for monitoring service quality. Handle escalated customer issues professionally and promptly. Analyze customer feedback and trends to continuously improve service delivery.

Team Management:

Recruit, train, and supervise staff within both the administration and customer service teams. Set clear performance goals, provide regular feedback, and foster a positive, productive work culture. Conduct performance evaluations and identify training and development needs.

Strategic Planning & Reporting:

Collaborate with senior leadership to align departmental goals with company objectives. Prepare regular reports on departmental performance, challenges, and improvement plans. Participate in strategic planning, budgeting, and risk management discussions.

Requirements:

Bachelor's degree in Business Administration, Management, or related field (Master's degree is a plus). Minimum 5 years of relevant experience, with at least 3 years in a leadership role. Strong understanding of administrative and customer service operations. Excellent communication, leadership, and interpersonal skills. Proven ability to lead cross-functional teams and manage change. Proficiency in office software and customer service tools/CRMs.

Preferred Qualities:

Analytical thinker with strong problem-solving skills. Customer-centric mindset with attention to detail. Ability to work under pressure and manage multiple priorities. Experience in the FMCG industry. Languages : English, Malay and a

MUST

for Mandarin.

Chinese Female

candidate is preferred.
Job Types: Full-time, Permanent

Pay: RM4,500.00 - RM7,500.00 per month

Benefits:

Cell phone reimbursement Opportunities for promotion Professional development Work from home
Schedule:

Day shift
Supplemental Pay:

Yearly bonus
Application Question(s):

This is a hybrid position, are you able to report to the office few times a month?
Education:

Bachelor's (Preferred)
Experience:

Managerial / Leadership: 5 years (Required) Admin & Customer Service: 5 years (Required)
Language:

Mandarin (Required) English (Required) Malay (Required)
Location:

Kuala Lumpur (Required)
Work Location: In person