Customer Service Asst. Manager / Manager

A passionate and experienced Customer Service Assistant Manager / Manager to lead and improve our customer service operations. You will oversee the customer service team and ensure our customers receive prompt, helpful, and high-quality support—whether it’s about product inquiries, after-sales service, or general feedback. This role plays a key part in shaping the overall customer experience, building trust, and strengthening the brand reputation in the market.

Key Responsibilities:

Customer Service Operations

1. Manage and monitor the day-to-day operations of the customer service team, ensuring timely and professional responses across phone, email, social media, and in-person channels.
2. Maintain and enforce high service standards to ensure a positive customer experience.
3. Handle escalated issues and ensure effective problem-solving in line with company policies.
4. Ensure all communication reflects the company’s tone, values, and brand image.
5. Oversee after-sales processes including product servicing, repairs, and warranty claims.
6. Liaise with suppliers and principals to ensure timely resolutions.
7. Monitor return and exchange cases to ensure fair and efficient handling.
8. Able to attend court hearings or consumer claims cases independently when required, and represent the company professionally in related matters.
9. Lead, coach, and develop the customer service team.
10. Conduct regular performance reviews and team training to enhance service quality and product knowledge.
11. Plan team schedules and manage workload to ensure smooth operations.

Customer Feedback, Loyalty & Brand Image

1. Collect, track, and analyse customer feedback to identify common issues, service gaps, and improvement opportunities.
2. Work with marketing and product teams to enhance the customer journey and brand perception.
3. Implement service strategies to retain customer loyalty and promote positive brand image through meaningful customer interactions.
4. Proactively turn negative experiences into positive outcomes to build long-term trust.

System & Record Management

1. Ensure accurate and organized tracking of all customer service interactions and case histories.
2. Utilize CRM and internal tools to manage customer information and workflow.
3. Prepare regular reports on customer service KPIs, complaints, and feedback trends.
4. Report product defects and service issues to the Purchasing and Product Development teams, providing insights into return rates and recurring problems. This helps strengthen quality control and product improvement efforts.

Requirements:

1. Diploma or Degree in Business Administration, Communications, or a related field.
2. Minimum 6 years of experience in customer service, with at least 2 years in a supervisory or managerial capacity.
3. Background in retail, household products, or consumer goods is highly preferred.
4. Strong leadership, people management, and conflict-resolution skills.
5. Excellent communication in English and Bahasa Malaysia; Mandarin is an added advantage.
6. Well-organized, analytical, and able to remain calm and resourceful under pressure.
7. Tech-savvy and experienced with CRM tools, Microsoft Office, and service tracking platforms.