Associate, Customer Care

Singtel; Malacca City; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading telecommunications company in Malaysia is seeking an Associate, Customer Care to oversee day-to-day contact centre operations. The ideal candidate will have a Bachelor’s degree and at least 5 years of leadership experience in a contact centre setting. This role involves driving performance, managing customer service standards, and supporting continuous improvement initiatives. Competitive compensation and opportunities for career growth are offered.

Qualifications

• Minimum 5 years of leadership experience, preferably in a contact centre.
• Strong analytical skills and problem solving abilities.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Oversee day-to-day operations of the contact centre.
• Drive innovation in customer service and operations.
• Provide coaching and feedback to team members.
• Manage escalation calls from top management.

Skills

Analytical skills

Problem-solving skills

Leadership experience

Critical thinking

KPI tracking

Education

Bachelor Degree in Business Administration

Tools

Excel

Power BI

Tableau

Job description

Be a part of something BIG!

We’re looking for Associate, Customer Carewho is responsible for overseeing the day‑to‑day operations of the contact centre, ensuring the delivery of high‑quality service, operational efficiency, and optimal resource management. This role plays a critical part in driving performance, maintaining service standards, and supporting continuous improvement initiatives aligned with organizational goals.

Make an Impact by:

• Provide leadership and to develop team’s capability and competency to build high performance team and sustainability
• Drive innovation in customer service, system, process, and operations
• Lead and supervise various function and ensuring all customer requests from various sources are processed within performance and service targets such as Service Level, Customer Experience, Quality etc
• Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis.
• To manage Top Management escalation call (Manager call back) via phone call or email
• To ensure all the updating of Performance & Management Reports done on time and accurate
• To identify any trainings and development for the team leaders and customer care officers/executives
• To review the Policies, Procedures and SOPs
• To involve in the Budget and Headcount Planning (AOP) for operations
• Participate in ad-hoc projects as requested.

Skills for Success:

• At least Bachelor Degree in Business Administration and relevant course
• At least 5 years of leadership experience with a passion,preferably in contact centre environment
• Strong analytical, problem solving skills and critical thinking
• Skilled in using reporting tools (Excel/Power BI/Tableau) to track KPIs, identify trends, highlight gaps, and support data-driven decision‑making.
• Ability to thrive in fast‑paced high volume environment

Your Career Growth Starts Here. Apply Now!