Assistant Vice President - Customer Service Management

Express Rail Link Sdn Bhd (ERL); Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Express Rail Link Sdn Bhd is seeking a strategic leader to guide Customer Service Operations in Kuala Lumpur. You will steer a team to deliver service excellence, drive KPIs, and align policies with regulatory requirements while safeguarding the company’s reputation.

The role requires at least 4 years in a senior executive position within customer service, with preferred experience in airlines or rail. Strong leadership, communication, and problem-solving skills are essential.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• Minimum of 4 years in a senior executive position with leadership in customer service.
• Experience in airlines or rail industry would be an added advantage.
• Ability to inspire, develop, and manage teams to achieve performance targets.
• Strong interpersonal, analytical and problem-solving skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Good communication and writing skills in English and Bahasa Malaysia.
• Possess basic customer service skills, especially in persuasive communication.
• Pleasant and well groomed.

Responsibilities

• Support the Head of Management (HOM) in leading and managing the Customer Service team to achieve departmental KPIs and service excellence.
• Assist in developing, reviewing, implementing, and enforcing Customer Service policies, procedures, and SOPs.
• Oversee daily customer service operations and administrative activities to ensure efficient service delivery.
• Monitor customer feedback, complaints, and satisfaction levels, and coordinate service improvement initiatives with relevant departments.
• Prepare and maintain operational reports, dashboards, and performance metrics for management review.
• Represent the HOM in internal and external meetings when required.
• Ensure compliance with regulatory requirements, company policies, and service standards.
• Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and service quality.
• Safeguard the Company's reputation through effective customer complaint management and service recovery efforts.

Skills

Leadership

Strategic thinking

Team development

Communication

English proficiency

Education

Bachelor’s degree in Business Administration

Job description

To provide strategic leadership and direction for Customer Service Operations, ensuring the delivery of exceptional customer experiences that strengthen customer satisfaction, loyalty, and retention. Drive operational excellence, optimize departmental performance, protect the Company's reputation, and balance customer advocacy with commercial objectives to support sustainable growth and maximize return on investment (ROI).

Job Responsibilities

• Support the Head of Management (HOM) in leading and managing the Customer Service team to achieve departmental KPIs and service excellence.
• Assist in developing, reviewing, implementing, and enforcing Customer Service policies, procedures, and SOPs.
• Oversee daily customer service operations and administrative activities to ensure efficient service delivery.
• Monitor customer feedback, complaints, and satisfaction levels, and coordinate service improvement initiatives with relevant departments.
• Prepare and maintain operational reports, dashboards, and performance metrics for management review.
• Represent the HOM in internal and external meetings when required.
• Ensure compliance with regulatory requirements, company policies, and service standards.
• Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and service quality.
• Safeguard the Company's reputation through effective customer complaint management and service recovery efforts.

Requirements

• Bachelor’s degree in Business Administration or any related fields
• Minimum of 4 years in senior executive position with leadership role within a customer service environment.
• Experience in airlines or rail industry would be an added advantage
• Ability to inspire, develop, and manage teams to achieve performance targets.
• Strong interpersonal, analytical and problem-solving skills
• Ability to prioritize and manage multiple tasks effectively in a fast-paced environment
• Good communication and writing skills in English and Bahasa Malaysia.
• Possess basic customer service skills especially in persuasive communication.
• Pleasant and well groomed.

Express Rail Link Sdn Bhd provides high-speed rail services between the Kuala Lumpur City Air Terminal [KL CAT] and KLIA T1 / KLIA T2 and check-in services at KL CAT. The KLIA Ekspres provides non-stop services between KL Sentral Station and Kuala Lumpur International Airport (T1 & T2) while the KLIA Transit stops enroute at Bandar Tasik Selatan, Putrajaya/Cyberjaya and Salak Tinggi.

Express Rail Link Sdn Bhd provides high-speed rail services between the Kuala Lumpur City Air Terminal [KL CAT] and KLIA T1 / KLIA T2 and check-in services at KL CAT. The KLIA Ekspres provides non-stop services between KL Sentral Station and Kuala Lumpur International Airport (T1 & T2) while the KLIA Transit stops enroute at Bandar Tasik Selatan, Putrajaya/Cyberjaya and Salak Tinggi.