Consumer Excellence/ Customer Service Manager

FOZ One Sdn Bhd.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

FOZ One Sdn Bhd in Johor, Malaysia, is seeking a Consumer Excellence/ Customer Service Manager to lead Customer Care, Technical Service, warranty and the overall customer experience across the after-sales journey.

You will set service standards, monitor KPIs, coach teams, resolve escalations, and coordinate with other functions to ensure timely, compliant service improvements. This role suits a data-driven leader with 5–8 years in consumer products or after-sales service.

Qualifications

• Diploma or Bachelor's degree in Business Administration, Operations, Customer Service, Engineering, Quality Management or a related discipline.
• 5–8 years of experience in customer service, after-sales service, technical service, warranty or consumer products, with supervisory or managerial experience.
• Strong leadership, communication, problem-solving and escalation management skills.
• Good understanding of customer experience, warranty, service operations and QMS/SOP requirements.
• Data-driven approach with ability to monitor KPIs and drive service improvement.

Responsibilities

• Lead Customer Care, Technical Service, warranty and customer experience activities.
• Set service standards, KPIs and escalation procedures.
• Oversee customer complaints, warranty cases, technical service performance and escalated issues.
• Ensure timely resolution and compliance with service and quality standards.
• Maintain service SOPs and drive improvements using customer feedback and service data.
• Lead, coach and develop Customer Care and Technical Service teams.
• Monitor service KPIs and report performance to management.
• Coordinate with relevant functions on customer and service matters.
• Perform other duties and ad hoc assignments as required.

Skills

Leadership

Customer Service

KPIs & Analytics

Escalation Management

Team Coaching

Education

Bachelor's or Diploma in Business/Engineering/Quality

Job description

FOZ One is a company dedicated to transforming ideas into life, empowering businesses worldwide. We offer state-of-the-art facilities at our vibrant HQ, featuring a rooftop commune, gym, and innovative spaces designed for collaboration and wellness. Join us to be part of FOZ One's branding transformation and immersive digital experiences, and thrive in a dynamic environment that values learning, growth, and cutting-edge innovation.

About the Role

The Consumer Excellence/ Customer Service Manager leads Customer Care, Technical Service, warranty and customer experience, ensuring service quality, performance and continuous improvement across the after-sales journey.

Key Responsibilities

1. Consumer Excellence Management

Lead Customer Care, Technical Service, warranty and customer experience activities.

Set service standards, KPIs and escalation procedures.

2. Customer & Technical Service

Oversee customer complaints, warranty cases, technical service performance and escalated issues.

Ensure timely resolution and compliance with service and quality standards.

Maintain service SOPs and drive improvements using customer feedback and service data.

Lead, coach and develop Customer Care and Technical Service teams.

Monitor service KPIs and report performance to management.

Coordinate with relevant functions on customer and service matters.

6. Others

Perform other duties and ad hoc assignments as required.

Qualification & Requirements

Diploma or Bachelor's Degree in Business Administration, Operations, Customer Service, Engineering, Quality Management or a related discipline.

5–8 years of experience in customer service, after-sales service, technical service, warranty or consumer products, with supervisory or managerial experience.

Strong leadership, communication, problem-solving and escalation management skills.

Good understanding of customer experience, warranty, service operations and QMS/SOP requirements.

Data-driven approach with ability to monitor KPIs and drive service improvement.

Home appliances, consumer electronics or manufacturing experience is an advantage.

FOZ One Sdn Bhd is a premier contract manufacturer of household appliances based in Senai, Johor, Malaysia. With our headquarters in Malaysia, and operations extending to the Philippines and China, we boast a skilled workforce of 4000 across the Asia.

Since our establishment in 2004, we have accumulated over two decades of experience, positioning ourselves as industry frontrunners. We offer a wide array of services, ranging from offering OEM production to advanced design and engineering solutions.

Join our team and become part of the dynamic global collaboration, where individual talents and viewpoints drive the creation of solutions that leave a lasting impact across industries and regions.

FOZ One Sdn Bhd is a premier contract manufacturer of household appliances based in Senai, Johor, Malaysia. With our headquarters in Malaysia, and operations extending to the Philippines and China, we boast a skilled workforce of 4000 across the Asia.

Since our establishment in 2004, we have accumulated over two decades of experience, positioning ourselves as industry frontrunners. We offer a wide array of services, ranging from offering OEM production to advanced design and engineering solutions.

Join our team and become part of the dynamic global collaboration, where individual talents and viewpoints drive the creation of solutions that leave a lasting impact across industries and regions.