APAC Customer Service Leader - Strategy, KPIs & SAP

Jobtailor

Kulai

On-site

MYR 180,000 - 300,000

Full time

14 days+

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Job summary

Jobtailor is seeking a Senior APAC Customer Service Leader to direct a regional team across APAC, including leads and specialists. You will drive KPIs, implement regional strategies, and ensure compliance with local regulations.

The role requires strong leadership, data-driven decision making, and proficiency in SAP and OTC processes. Ideal candidates have 8–10+ years in CS management, experience leading regional teams, and fluency in English and Chinese.

Qualifications

University bachelor degree.
Data-driven mindset with ability to analyze KPIs, identify trends, and implement data-backed improvements.
Excellent communication and ability to collaborate with cross-functional teams and senior management.
Expert-level knowledge of the Order-to-Cash (OTC) process.
Familiarity with common customer service tools and platforms.

Responsibilities

Lead, manage, and develop a geographically dispersed customer service team across APAC, including team leads and specialists.
Ensure team members have the training, tools, and support required to deliver outstanding service.
Drive team engagement, motivation, and retention through coaching, performance reviews, recognition, and career development.
Foster customer-centricity and continuous learning.
Develop and implement regional customer service strategies, policies, KPIs, and procedures aligned with company standards and local market needs.
Monitor and analyze KPIs and team productivity to drive continuous improvement.
Oversee resolution of complex customer inquiries, complaints, and escalations.
Act as escalation point for critical customer issues.
Prepare and present reports to senior management on team performance, customer feedback, and strategic progress.