Customer Experience & Service Excellence Lead

FOZ One Sdn Bhd.; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

FOZ One Sdn Bhd in Johor, Malaysia, is seeking a Consumer Excellence/ Customer Service Manager to lead Customer Care, Technical Service, warranty and the overall customer experience across the after-sales journey.

You will set service standards, monitor KPIs, coach teams, resolve escalations, and coordinate with other functions to ensure timely, compliant service improvements. This role suits a data-driven leader with 5–8 years in consumer products or after-sales service.

Qualifications

• Diploma or Bachelor's degree in Business Administration, Operations, Customer Service, Engineering, Quality Management or a related discipline.
• 5–8 years of experience in customer service, after-sales service, technical service, warranty or consumer products, with supervisory or managerial experience.
• Strong leadership, communication, problem-solving and escalation management skills.
• Good understanding of customer experience, warranty, service operations and QMS/SOP requirements.
• Data-driven approach with ability to monitor KPIs and drive service improvement.

Responsibilities

• Lead Customer Care, Technical Service, warranty and customer experience activities.
• Set service standards, KPIs and escalation procedures.
• Oversee customer complaints, warranty cases, technical service performance and escalated issues.
• Ensure timely resolution and compliance with service and quality standards.
• Maintain service SOPs and drive improvements using customer feedback and service data.
• Lead, coach and develop Customer Care and Technical Service teams.
• Monitor service KPIs and report performance to management.
• Coordinate with relevant functions on customer and service matters.
• Perform other duties and ad hoc assignments as required.

Skills

Leadership

Customer Service

KPIs & Analytics

Escalation Management

Team Coaching

Education

Bachelor's or Diploma in Business/Engineering/Quality

Job description

FOZ One Sdn Bhd in Johor, Malaysia, is seeking a Consumer Excellence/ Customer Service Manager to lead Customer Care, Technical Service, warranty and the overall customer experience across the after-sales journey.

You will set service standards, monitor KPIs, coach teams, resolve escalations, and coordinate with other functions to ensure timely, compliant service improvements. This role suits a data-driven leader with 5–8 years in consumer products or after-sales service.