Customer Experience Lead – Multi-Branch Operations

SS Trend Trading; Parit Buntar; On-site; MYR 60,000 - 90,000; Full time

Job summary

TrendMalayaa, part of TrendMalayaa (SS Trend Trading), seeks an experienced Customer Service Lead to oversee multi-branch operations in Malaysia and ensure a consistent, positive customer experience.

The role requires a Diploma/Bachelor’s degree in Business Admin, Customer Service, Marketing, or related field and 3–5 years of leadership in customer service, with strong communication in Bahasa Malaysia and English. Retail/electronics experience is a plus.

Qualifications

• Diploma or bachelor’s degree in business admin, customer service, marketing, or related field.
• Strong communication and interpersonal skills are required.
• Experience leading or supervising a customer service team is preferred.
• Ability to handle multiple customer cases and work independently.
• Fluent in Bahasa Malaysia and English; retail/electronics experience is advantageous.

Responsibilities

• Oversee daily customer service operations across branches to ensure proper handling of enquiries.
• Monitor customer communications via WhatsApp, social media, phone, and other channels.
• Resolve escalated or difficult customer cases and maintain service standards across all branches.
• Investigate root causes of complaints and coordinate with relevant departments.
• Lead and train Customer Service Executives/Assistants and monitor team performance.

Skills

Leadership experience

Strong communication skills

Problem solving

Independent handling

Education

Diploma / Bachelor’s Degree in Business Administration, Customer Service, Marketing, or related field

Job description

TrendMalayaa, part of TrendMalayaa (SS Trend Trading), seeks an experienced Customer Service Lead to oversee multi-branch operations in Malaysia and ensure a consistent, positive customer experience.

The role requires a Diploma/Bachelor’s degree in Business Admin, Customer Service, Marketing, or related field and 3–5 years of leadership in customer service, with strong communication in Bahasa Malaysia and English. Retail/electronics experience is a plus.