Customer Experience & Defect Management Lead

NCT PMC SDN BHD; Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

NCT Group of companies in Subang Jaya, Malaysia seeks an experienced Customer Service Manager to lead the team responsible for timely, accurate responses to customer feedback and defect-related inquiries.

You will develop and implement defect management policies, oversee escalation handling, coordinate with relevant departments, and drive improvements in resolution timelines, service quality, and customer satisfaction.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• 7+ years in Customer Services or related roles.
• Strong decision making and excellent communication skills.
• Strategic thinking, problem solving, leadership, adaptability, and emotional intelligence.

Responsibilities

• Lead the customer service team to provide prompt and efficient responses to customer feedback.
• Develop and implement strategies to enhance customer satisfaction.
• Oversee defect management and monitor progress, reporting monthly on defect issues and case closure.

Skills

Leadership

Customer service management

Defect management

Communication

Strategic thinking

Education

Bachelor's degree in Business Administration or related field

Tools

CRM

Ticketing systems

Defect management systems

Job description

NCT Group of companies in Subang Jaya, Malaysia seeks an experienced Customer Service Manager to lead the team responsible for timely, accurate responses to customer feedback and defect-related inquiries.

You will develop and implement defect management policies, oversee escalation handling, coordinate with relevant departments, and drive improvements in resolution timelines, service quality, and customer satisfaction.