Assistant Vice President - Customer Service Management

Express Rail Link; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Express Rail Link seeks an experienced senior executive to lead Customer Service Operations in Malaysia. You will partner with the Head of Management to drive KPI attainment, policy enforcement, and high-quality service delivery across daily operations.

The role emphasizes continuous improvement, stakeholder engagement, and safeguarding the company’s reputation through effective complaint management and service recovery. Fluency in English and Bahasa Malaysia is required.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• Minimum 4 years in a senior executive leadership role within a customer service environment.
• Experience in airlines or rail industry is an advantage.
• Strong interpersonal, analytical and problem-solving skills.
• Able to lead and inspire teams to meet targets in a fast-paced setting.
• Excellent written and verbal communication in English and Bahasa Malaysia.
• Well-presented and professional demeanor.

Responsibilities

• Support the Head of Management in leading and managing the Customer Service team to achieve departmental KPIs and service excellence.
• Develop, review, implement, and enforce Customer Service policies, procedures, and SOPs.
• Oversee daily customer service operations and administrative activities to ensure efficient service delivery.
• Monitor customer feedback and satisfaction levels and coordinate improvement initiatives.
• Prepare and maintain operational reports, dashboards, and performance metrics for management review.
• Represent the HOM in internal and external meetings when required.
• 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.

Skills

Leadership

People management

Customer service

Communication skills

Education

Bachelor’s degree in Business Administration

Job description

Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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.

Note : Only shortlisted candidates will be contacted/notified.