Assistant Manager, Customer Service

Filken Sdn Bhd; Johor Bahru; On-site; MYR 67,000 - 100,000; Full time

Job summary

Filken Sdn Bhd is seeking a hands-on, customer-focused Assistant Manager, Customer Service to oversee daily operations and drive team performance. You will lead the CS team, resolve escalated issues, and collaborate with the management team to elevate the overall customer experience.

In this role you will report to the Customer Service Manager, monitor service delivery, coach staff, and contribute to process improvements that maximize KPI attainment and customer satisfaction in a fast-paced

Qualifications

• 3–5 years in Customer Service with 1–2 years in supervision.
• Experience in handling inquiries, complaints and escalated cases.
• Ability to lead, coach and motivate a CS team.
• Strong communication, interpersonal and problem-solving skills.
• Capable under pressure with sound decision-making.
• Understanding of CS operations, KPIs and performance management.
• Strong organizational skills and ability to manage multiple priorities.
• Proficient in MS Office and familiar with CRM systems.
• Experience in fast-paced, sales-driven or service-oriented environments.
• Mandarin skills are an advantage.

Responsibilities

• Lead and manage the Customer Service team to meet KPIs and service standards.
• Monitor daily operations and ensure timely, professional handling of inquiries and complaints.
• Handle escalated issues and collaborate with other departments for effective solutions.
• Coach and develop team performance and conduct coaching sessions.
• Collaborate with other departments to improve service efficiency and customer experience.
• Review and improve customer service SOPs, processes and workflows.
• Prepare and analyze reports, performance data, and customer feedback for management.
• Support manpower planning, scheduling, and improvement initiatives.

Skills

People leadership

Communication

Problem-solving

Coaching

Organization

Tools

CRM systems

Microsoft Office

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Filken is looking for a hands-on, customer-focused, and results-driven Assistant Manager, Customer Service to support the management and development of our Customer Service team.

In this role, you will work closely with the Customer Service Manager and management team to oversee daily customer service operations, improve team performance, handle escalated customer issues, and enhance the overall customer experience.

This role requires a strong balance of people management, operational excellence, problem-solving, and customer relationship management.

Job Overview

What You'll Be Doing

• Assist in leading and managing the Customer Service team to achieve departmental KPIs and service standards.

• Monitor daily customer service operations and ensure customer enquiries, complaints, and requests are handled promptly and professionally.

• Handle complex or escalated customer complaints and work with relevant departments to provide effective solutions.

• Monitor team performance, provide coaching and guidance, and support employee development.

• Work closely with other departments to improve service efficiency and enhance the overall customer experience.

• Review and improve customer service SOPs, processes, and workflows.

• Prepare and analyze customer service reports, performance data, and customer feedback for management review.

• Support manpower planning, team scheduling, and departmental improvement initiatives.

What We're Looking For

• Minimum 3-5 years of experience in Customer Service, with at least 1-2 years of supervisory or team leadership experience.

• Strong experience in managing customer enquiries, complaints, and escalated cases.

• Proven ability to lead, coach, and motivate a Customer Service team.

• Strong communication, interpersonal, and problem-solving skills.

• Able to handle challenging situations and make sound decisions under pressure.

• Good understanding of customer service operations, KPIs, and performance management.

• Strong organizational skills with the ability to manage multiple priorities.

• Proficient in Microsoft Office and familiar with CRM or customer service systems.

• Experience in a fast-paced, sales-driven, or service-oriented environment will be an added advantage.

• Mandarin communication skills will be an advantage.

If you are passionate about leading people, improving customer experience, and driving service excellence, we welcome you to join Filken.