24/7 Customer Service Manager - Malaysia Ops

Longbridge; Kuala Lumpur; Sur place; MYR 120 000 - 180 000; Plein temps

Résumé du poste

Longbridge in Malaysia is seeking a Team Manager to lead the 24/7 Customer Service team, ensuring consistent, high-quality service across all shifts. You will drive performance, workforce planning, and service improvements while collaborating with Product, Operations, Compliance and HR.

The ideal candidate has 4–5 years in customer service management, strong people leadership, and proven ability to meet KPIs.

Qualifications

• 4-5 years in Customer Support/Service management.
• Experience managing or supporting a 24/7 operation.
• Proven track record of meeting KPIs, SLAs, CSAT.
• Strong people-management and coaching skills.
• Experience using data/MIS to drive improvements.

Responsabilités

• Lead and manage the 24/7 Malaysia Customer Service team.
• Set performance expectations and drive KPIs, SLAs, CSAT and service-quality targets.
• Coach and develop Shift Leads and team members.
• Manage workforce planning and shift scheduling to ensure adequate 24/7 coverage.
• Monitor operational performance and use data/MIS to identify trends, performance gaps and improvement opportunities.
• Oversee customer escalations, complaints and operational incidents, ensuring timely resolution and appropriate escalation.

Connaissances

People management

KPI / SLAs management

Coaching & development

24/7 operations

Data analysis

Stakeholder management

English & Mandarin

Night/weekend support

Description du poste

Longbridge in Malaysia is seeking a Team Manager to lead the 24/7 Customer Service team, ensuring consistent, high-quality service across all shifts. You will drive performance, workforce planning, and service improvements while collaborating with Product, Operations, Compliance and HR.

The ideal candidate has 4–5 years in customer service management, strong people leadership, and proven ability to meet KPIs.