Assistant Manager, Customer Care

Swap Asia Group; Petaling Jaya; On-site; MYR 72,000 - 110,000; Full time

Job summary

Swap Asia Group in Malaysia is seeking an Assistant Manager, Customer Care (Call Centre) to oversee daily call center operations, ensure professionalism, and meet customer expectations. The role focuses on delivering timely resolutions and maintaining high service standards across the team.

You will handle inbound calls related to claims and telco matters, monitor KPIs, coach staff, and drive process improvements to enhance overall service quality.

Qualifications

• Diploma or equivalent qualification; higher qualifications are an added advantage.
• 3-5 years in a team leader or higher role.
• Experience in call centre / customer service environment.
• Willing to work in a shift-based environment.
• Mandatory experience in the telecommunications industry.

Responsibilities

• Handle all inbound calls related to claim submissions and telco-related matters, including product inquiries, escalations, billing issues, investigations, and timely solutions within the SLA.
• Monitor daily performance to ensure KPIs and SLAs are achieved.
• Oversee day-to-day operations of the Customer Care team.
• Track NPS and CES, conduct recovery calls for low-scoring feedback, and drive improvements.
• Manage workforce scheduling and timely operational reports.

Skills

Leadership

Bahasa Malaysia

English

MS Excel

MS Word

Education

Diploma or equivalent qualification

Tools

Microsoft Excel

Microsoft Word

Job description

The Assistant Manager, Customer Care (Call Centre), is to ensure the smooth execution of daily operations while upholding the highest standards of professionalism and consistently meeting customer expectations.

Key Responsibilities: -

Handle all inbound calls related to claim submissions and telco-related matters, including product inquiries, escalations, billing issues, investigations, and providing timely solutions within the agreed SLA.

Execute all responsibilities with professionalism while consistently exceeding customer expectations.

Ensure all agents follow the defined processes and Standard Operating Procedures (SOPs).

Monitor daily performance to ensure all KPIs and SLAs are achieved.

Oversee smooth day-to-day operations of the Customer Care team.

Track and monitor the Net Promoter Score (NPS) and Customer Effort Score (CES), ensuring results meet KPI targets, and conduct recovery calls for low-scoring feedback.

Manage workforce scheduling to ensure adherence and effective manpower planning.

Ensure accuracy and timeliness in all operational reports.

Drive improvement plans based on product, customer, and operational feedback.

Identify training needs and develop upskilling plans to enhance team capability and service quality.

Requirements:-

Diploma or equivalent qualification in any field; higher qualifications are an added advantage.

Minimum 3-5 years of experience in a team leader or higher role.

Experience in call centre / customer service environment.

Must be willing to work in a shift-based environment.

Strong command of Bahasa Malaysia and English (spoken and written); Mandarin is an added advantage

Proficient in Microsoft Excel and Word.

Ability to carry out responsibilities diligently and with accountability.

Strong willingness to learn, adapt, and continuously improve.

Mandatory experience in the telecommunications industry is required

Ability to think quickly and effectively to assist customers.

Driven, motivated, and committed to achieving and exceeding set goals.

Enjoys communicating with people and possesses a pleasant personality.

Strong attention to detail.

Driven and motivated to achieve set goals.

Swap Asia represents the regions leader in Value-Add Services focusing in creating values in the end-to-end device lifecycles for carriers and manufacturers.

Our core DNA has always been to assist our partners to deepen their relationship with every customer life using data-driven products and platforms. Reducing their financial exposure and maintaining their position as market leader in the industry.

We make it easier for you to focus where it matters, your customers.

Swap Asia represents the regions leader in Value-Add Services focusing in creating values in the end-to-end device lifecycles for carriers and manufacturers.

Our core DNA has always been to assist our partners to deepen their relationship with every customer life using data-driven products and platforms. Reducing their financial exposure and maintaining their position as market leader in the industry.

We make it easier for you to focus where it matters, your customers.