Assistant Service Operations Manager

HONOR; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading technology company is seeking an Assistant Service Operations Manager in Kuala Lumpur, Malaysia. The role focuses on coordinating operations in offline service centers, managing service personnel, and improving service quality. Candidates should have at least 3 years of experience in the 3C industry, a track record of managing KPIs like customer satisfaction, and the ability to drive continuous improvement. Strong leadership and operational management skills are essential for success in this role.

Qualifications

• At least 3 years of experience in the 3C industry (phones, tablets, etc.).
• Experience in service center personnel management and soft skills training.
• Prior management experience in retail store or service center operations preferred.

Responsibilities

• Manage end-to-end operations of the offline service center.
• Oversee daily service activities and manpower planning.
• Lead, coach, and evaluate service center personnel.
• Develop and enforce operational policies and SOPs.
• Monitor service performance metrics and customer satisfaction.
• Identify operational gaps and implement improvements.
• Ensure compliance with company policies and safety standards.
• Drive continuous improvement initiatives.

Skills

Service center management

Customer satisfaction monitoring

Team leadership

Operational improvement

Compliance adherence

Job description

The Assistant Service Operations Manager plays a key role in ensuring the smooth and effective operation of offline service centers. This position focuses on coordinating service operations, managing service personnel, and strengthening operational processes to deliver consistent, high-quality service. The role works closely with internal stakeholders to improve service standards, operational efficiency, and customer experience through structured governance and continuous improvement initiatives.

Job Description

• Manage end-to-end operations of the offline service center, ensuring efficiency, compliance, and service excellence
• Oversee daily service activities, manpower planning, scheduling, and workload distribution
• Lead, coach, and evaluate service center personnel to ensure performance targets and service standards are met
• Develop, implement, and enforce operational policies, SOPs, and quality control procedures
• Monitor service performance metrics, turnaround time, and customer satisfaction indicators
• Identify operational gaps, root causes, and improvement opportunities; implement corrective and preventive actions
• Collaborate with cross-functional teams to resolve service issues and enhance customer experience
• Ensure compliance with company policies, safety standards, and regulatory requirements
• Drive continuous improvement initiatives to optimize processes, cost efficiency, and overall service quality

Job Requirements

• At least 3 years of experience on 3C industry (phones, tablets, etc.)
• Responsible for the service center's KPIs (e.g., customer satisfaction, repair TAT, etc.);
• Responsible for the service center's operating results, increasing the service revenue;
• Responsible for the service center's reputation, reducing complaint rates;
• Maintain the relationship with customer and partners;
• Service center personnel management and soft skill training;
• Monitor and optimize the service center's standard operating procedures (e.g., service material display, pending clearance, spare parts return, inventory management, etc.);
• Responsible for the planning and implementation of activities for service center within the assigned area;
• Prior experience in retail store operations management or service center operations management is preferardworking, optimistic, and able to accept frequent business trips (including international business trips).