Customer Service Manager

Job Responsibility

• Stay informed about industry regulations and standards to ensure ongoing compliance.
• Assist in the preparation of regulator submissions and responses.
• Collect, analyze, and report on quality metrics to identify trends and areas for improvement.
• Prepare and present quality performance reports to management.
• Lead and facilitate continuous improvement initiatives to enhance product quality and operational efficiency.
• Collaborate with cross-functional teams to implement best practices.
• Coordinate internal and external audits to assess compliance with the QMS.
• Prepare audit reports and follow up on corrective actions as needed.
• Develop, implement, and maintain the QMS in accordance with ISO standards and other relevant regulations.
• Ensure that quality objectives are established and aligned with organizational goals.
• Handle and close out pending cases on the Complaint System in a timely manner.
• Coordinate with other departments in solving customer complaints.
• Translate chat on various complaint groups and inform the department accordingly.
• Respond to incoming complaint emails in the Customer Service mailbox in a timely manner.
• Seek approval from the Group Managing Director on special complaint cases.
• Calculate repair charges based on the standard rates set by the company.
• Seek repair charges from the Costing Department on non-standard rates.
• Issue Sales Orders for repair charges and exchanges.
• Observe the KPI set by the Group Managing Director.
• Undertake ad-hoc duties as assigned.

Job Requirements

• Bachelor’s degree in a relevant field (e.g., Engineering, Quality Assurance, Business).
• Minimum 3-5 years of experience in quality management or related roles.
• Proficient in Mandarin, English, and Bahasa Malaysia (Mandarin speaker is preferable).
• Certification in quality management (e.g., ASQ Certified Quality Auditor, ISO 9001 Lead Auditor) is preferred.
• Experience with quality standards (e.g., ISO 9001) and quality tools (e.g., Six Sigma, Lean).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a team environment.
• Proficient in quality management software and data analysis tools.

Job Benefits

• Attractive Salary
• Bonus
• Annual Salary Increment
• Medical Benefits
• Training Provided
• Company Incentive Trip
• Leave (Annual, Sick, Hospitalization, Maternity, Paternity)
• Staff Purchase Discount