Assistant Customer Service Manager

Electric Library (Malaysia) Sdn. Bhd.; Cyberjaya; On-site; MYR 67,000 - 100,000; Full time

Job summary

Electric Library (Malaysia) Sdn. Bhd.

is seeking a proactive Assistant Customer Service Manager to oversee daily customer service operations, supervise junior team members and maintain strong relationships with clients. The role includes ensuring timely follow-ups, monitoring team performance, conducting telemarketing and surveys, and identifying opportunities for product sales and maintenance renewals to support sales and service objectives.

Qualifications

• Diploma or Bachelor's Degree in Business Administration, Marketing, Management or related field.
• 3–5 years in customer service, CRM, sales support, preferably with supervisory experience.
• Proven ability to supervise junior employees and maintain team accountability.
• Experience in telemarketing, follow-ups, sales and customer retention activities.
• Familiarity with preparing quotations, tenders and sebutharga documentation.
• Strong interpersonal, communication, negotiation and problem-solving skills.
• Proficiency in Bahasa Malaysia and English, both written and spoken.

Responsibilities

• Supervise junior customer service staff to ensure tasks, inquiries and follow-ups are completed efficiently.
• Track team performance, maintain accountability, and guide improvements in productivity and service quality.
• Conduct regular customer follow-ups, satisfaction surveys and feedback collection.
• Handle customer complaints and coordinate issue resolution with relevant departments.
• Perform telemarketing and outbound sales to promote products, services, upgrades and maintenance packages.
• Identify and pursue sales opportunities among existing and prospective customers, including renewals.
• Prepare and coordinate quotations, tender and sebutharga documentation with timely follow-ups.
• Maintain accurate customer records, sales activities, service requests and follow-up schedules.
• Collaborate with sales, technical and support teams to fulfill customer requirements and service commitments.
• Prepare regular reports on team performance, customer satisfaction, sales activity and renewals.

Skills

Customer service

Team supervision

Telemarketing

Sales support

Customer relationship management

Negotiation

Communication

Multitasking

Education

Bachelor's or Diploma in Business/Marketing/Management

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Company Description

Electric Library (Malaysia) Sdn. Bhd. is a Malaysian technology company with over three decades of experience delivering innovative digital solutions to organizations across the public and private sectors. We help organizations accelerate their digital transformation journey through end-to-end solutions in digitization, digitalization and enterprise digital transformation. Our expertise spans AI-powered business solutions, Enterprise Document Management Systems, Knowledge Management, Asset & Inventory Management, RFID file and asset tracking, smart workplace technologies and fully integrated turnkey solutions. From consultation and system design to implementation, integration, cloud hosting and long-term support, we provide comprehensive solutions that enable organizations to work smarter, improve operational efficiency and unlock the full value of their information and assets.

Job Summary

We are seeking a proactive and results-driven Assistant Customer Service Manager to oversee daily customer service operations, supervise junior team members and maintain strong relationships with existing and prospective clients.

The successful candidate will be responsible for ensuring timely customer follow-ups, monitoring team performance, conducting telemarketing and customer satisfaction surveys as well as identifying opportunities for product sales and maintenance contract renewals. This role also involves supporting tender and quotation submissions, driving customer retention and contributing to the company's overall sales and service objectives.

Key Responsibilities

• Supervise and monitor junior customer service staff to ensure assigned tasks, customer enquiries, follow-ups and daily responsibilities are completed efficiently and on time.
• Track team performance, maintain accountability, and provide guidance to improve productivity, service quality and customer responsiveness.
• Conduct regular customer follow-ups, satisfaction surveys and feedback collection to maintain positive customer relationships and identify areas for improvement.
• Handle customer complaints, coordinate issue resolution with relevant departments and ensure timely follow-up until satisfactory closure.
• Perform telemarketing and outbound sales activities to promote company products, services, upgrades and maintenance packages.
• Identify and pursue sales opportunities among existing and prospective customers, including product sales, maintenance contract renewals and additional service requirements.
• Prepare and coordinate quotations, tender (tender) and sebut harga documentation, including follow-ups on submissions and customer enquiries.
• Maintain accurate customer records, sales activities, service requests, contract renewals and follow-up schedules.
• Work closely with sales, technical, and support teams to ensure customer requirements are addressed and service commitments are fulfilled.
• Prepare regular reports on team performance, customer satisfaction, sales activities, maintenance renewals and outstanding issues for management review.

Qualifications & Requirements

• Diploma or Bachelor's Degree in Business Administration, Marketing, Management or a related field.
• Minimum 3–5 years of experience in customer service, customer relationship management, sales support or a related field, preferably with supervisory experience.
• Proven ability to supervise junior employees, monitor task completion and maintain team accountability and productivity.
• Experience in telemarketing, customer follow-ups, sales and customer retention activities.
• Familiarity with preparing quotations, tenders, sebutharga and related sales documentation is an added advantage.
• Strong interpersonal, communication, negotiation and problem-solving skills.
• Customer-oriented with the ability to handle complaints professionally and maintain positive client relationships.
• Good organisational and multitasking skills with the ability to manage both supervisory and hands-on operational responsibilities.
• Proficient in Microsoft Office applications particularly Word, Excel and PowerPoint.
• Good command of Bahasa Malaysia and English, both written and spoken.
• Self-motivated, proactive, results-oriented and comfortable working towards customer service and sales targets.