Customer Experience Leader | Team & Service Excellence

Private Advertiser; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Private Advertiser is seeking a Customer Relations Manager to lead and coach the Customer Relations team, elevating service standards and the overall customer journey.

You will monitor CSAT and feedback, analyze insights, and collaborate with cross-functional teams to drive improvements. Strong client-facing leadership and a proactive, hands-on approach are essential for impacting customer experience and supporting business growth.

Qualifications

• 5+ years of experience in Customer Relations, Customer Experience, or Customer Service.
• Minimum 2 years' supervisory/managerial experience.
• Strong leadership, communication, and stakeholder management skills.
• 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 is an added advantage.

Responsibilities

• Lead the Customer Relations team and drive service excellence initiatives.
• Monitor CSAT, customer satisfaction, 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.
• Lead a team and make a direct impact on customer experience.
• Work closely with Management and cross-functional teams.
• Drive real improvements in service quality and customer satisfaction.
• Opportunity for career growth in a growing organisation.

Skills

Leadership

Communication

Stakeholder management

Problem-solving

MS Office

English language

Bahasa Malaysia

Mandarin (adv.)

Job description

Private Advertiser is seeking a Customer Relations Manager to lead and coach the Customer Relations team, elevating service standards and the overall customer journey.

You will monitor CSAT and feedback, analyze insights, and collaborate with cross-functional teams to drive improvements. Strong client-facing leadership and a proactive, hands-on approach are essential for impacting customer experience and supporting business growth.