Customer Experience Leader | Manager, Service Excellence

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

Jora Malaysia is seeking a Customer Relations Manager to lead the team, drive customer-experience excellence, and enhance service standards. You will monitor CSAT, handle escalations, and collaborate with internal teams to improve journeys while championing a customer-first culture.

The role requires 5+ years in customer relations/experience with at least 2 years in supervision, strong leadership, and proficiency in English and Bahasa Malaysia; Mandarin is a plus.

Qualifications

• Minimum 5+ years in Customer Relations, Customer Experience, or Customer Service.
• Proven supervisory/managerial experience (2+ years).
• Strong leadership, communication, and stakeholder management.
• Excellent problem-solving and conflict-resolution abilities.
• Hands-on, proactive, and customer-focused with strong commercial awareness.
• Strong analytical, reporting and Microsoft Office skills.
• Good command of English and Bahasa Malaysia; Mandarin a plus.

Responsibilities

• Lead and coach the Customer Relations team to deliver service excellence.
• Drive customer experience initiatives and monitor CSAT, complaints and feedback.
• Analyse customer insights and drive service improvements.
• Handle escalated customer issues and service recovery.
• Collaborate with internal teams to improve processes and customer journeys.
• Prepare reports and insights for Management.
• Promote a strong customer-first culture.

Skills

Customer leadership

Stakeholder management

Team coaching

Service excellence

Bilingual English/BM

Problem-solving

Analytical thinking

Tools

MS Office

MS Excel

Job description

Jora Malaysia is seeking a Customer Relations Manager to lead the team, drive customer-experience excellence, and enhance service standards. You will monitor CSAT, handle escalations, and collaborate with internal teams to improve journeys while championing a customer-first culture.

The role requires 5+ years in customer relations/experience with at least 2 years in supervision, strong leadership, and proficiency in English and Bahasa Malaysia; Mandarin is a plus.