Assistant Customer Service Manager: Lead Service & Growth

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

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.