After-Sales Service Lead: Strategy & Ops (Malaysia)

Anker Innovations; Kuala Lumpur; Presencial; MYR 60.000 - 86.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Descripción de la vacante

Anker Innovations in Malaysia seeks a Service Manager to lead after-sales service operations, shaping local strategy and driving service quality and cost optimization to support sales targets and market expansion.

You will oversee daily operations (RMA, returns, refunds), monitor service performance, and coordinate cross-functional teams to ensure customer satisfaction and brand protection.

Formación

• 3+ years of after-sales service work experience.
• Bachelor's degree or above in management, science/engineering, or related fields.
• Experience in after-sales service supplier management / toB service management.
• Strong customer service awareness and excellent communication skills.
• Good planning and organizational skills; able to manage multiple tasks.
• Fluent Bahasa Malaysia and English; Mandarin is a plus.

Responsabilidades

• Formulate and implement local service strategic plans for service systems, outlets, policies, and processes.
• Monitor and manage service operations including RMA, NPS, star ratings, and repair quality.
• Oversee return & refund processes and reverse logistics.
• Analyze service events to identify root causes and drive improvements.
• Coordinate service providers/agent teams for complex cases, spares, and system support.
• Gather local market insights to guide business decisions.
• Handle escalated cases timely to protect brand and interests.

Conocimientos

After-sales service

Customer service

Communication skills

Planning & organization

Multilingual (BM/English)

Educación

Bachelor's degree in management/science/engineering

Herramientas

RMA systems

Descripción del empleo

Anker Innovations in Malaysia seeks a Service Manager to lead after-sales service operations, shaping local strategy and driving service quality and cost optimization to support sales targets and market expansion.

You will oversee daily operations (RMA, returns, refunds), monitor service performance, and coordinate cross-functional teams to ensure customer satisfaction and brand protection.