Customer Experience & Service Delivery Manager

SalesWorks Group; Kampung Malaysia Tambahan; On-site; MYR 180,000 - 300,000; Full time

Job summary

SalesWorks Group in Malaysia is seeking a seasoned Head of Customer Service to lead the team, ensure compliance with local regulations, and partner with EMT and GMs on strategic goals. You will train, coach, and monitor performance while driving customer satisfaction and service quality.

The role requires a strong track record in telemarketing operations, end-to-end process improvement, and the ability to manage vendor relationships and reporting. Excellent English communication is essential.

Qualifications

• Bachelor's degree in Business, Marketing or related field.
• Minimum 10 years of relevant experience, with at least 5 years in managerial telemarketing roles.
• Strong understanding of end-to-end operations including contact centres and service delivery.
• Excellent written and verbal communication in English.
• Independent, proactive, high integrity with leadership qualities.

Responsibilities

• Lead daily operations of the Customer Service team; plan schedules and monitor efficiency while ensuring regulatory compliance.
• Resolve escalated complaints, conduct investigations, and provide root-cause analyses.
• Collaborate with EMT and GMs on strategic goals and long-term planning.
• Set and monitor performance targets for sales and service quality; review call scripts and processes for improvement.

Skills

Team leadership

Performance management

Stakeholder management

Customer service excellence

English communication

Education

Bachelor's degree in Business, Marketing or related field

Job description

SalesWorks Group in Malaysia is seeking a seasoned Head of Customer Service to lead the team, ensure compliance with local regulations, and partner with EMT and GMs on strategic goals. You will train, coach, and monitor performance while driving customer satisfaction and service quality.

The role requires a strong track record in telemarketing operations, end-to-end process improvement, and the ability to manage vendor relationships and reporting. Excellent English communication is essential.