Customer Experience & Service Operations Manager

BERJAYA CKE; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading service operations firm in Kuala Lumpur is seeking a Customer Experience & Service Operations Manager to transform customer support. Responsibilities include leading service teams, enhancing service performance through KPIs, and overseeing after-sales operations. Candidates should possess a Bachelor's Degree and 8+ years of experience in customer service or similar fields. This is an exciting opportunity to drive digital transformation and improve client relationships.

Qualifications

• Minimum of 8 years of experience in customer service, after-sales, or service operations.
• Proven ability to lead and manage high-performing teams.
• Experience with technical understanding of commercial kitchen equipment, refrigeration, or HVAC systems.

Responsibilities

• Lead the customer service and service operations team.
• Drive customer experience excellence and track service performance.
• Oversee after-sales operations and collaborate cross-functionally.

Skills

Leadership

Customer service

Problem-solving

Analytical skills

Communication skills

Education

Bachelor’s Degree in Business Administration, Engineering, or related field

Tools

Digital service platforms

ERP systems

Job description

Customer Experience & Service Operations Manager

Join a dynamic and growing team at BERJAYA CKE GROUP as our next Customer Experience & Service Operations Manager — where you’ll lead the transformation of how we serve and support our customers.

In this pivotal role, you’ll oversee both Customer Service Experience and After-Sales Service Operations, ensuring every client receives exceptional support and a seamless journey with our brand. You’ll lead a team managing service requests, maintenance coordination, and client communications — combining operational excellence with personalized customer care to build loyalty and trust.

What You’ll Be Doing:

• Lead and inspire the customer service and service operations team to deliver outstanding support at every touchpoint.

• Drive customer experience excellence — from inquiries and feedback to resolution, follow-up, and quality improvement.

• Track and enhance service performance using KPIs such as response time, satisfaction levels, and job completion rates.

• Oversee after-sales operations, ensuring efficient scheduling, job assignments, and technical service delivery.

• Collaborate cross-functionally with Sales and Production teams to resolve product or service challenges quickly and effectively.

• Champion digital transformation by managing a fully digital service management system, replacing traditional service book records.

• Implement continuous improvement initiatives to boost efficiency, communication, and team performance.

• Coach and develop your team, building technical expertise and customer service excellence through mentoring and training.

• Prepare and manage service documentation, reports, and budgets to ensure smooth departmental operations.

• Build lasting relationships with key customers through proactive engagement and service follow-up.

What We’re Looking For

• Bachelor’s Degree in Business Administration, Engineering, or a related field.

• 8+ years of experience in customer service, after-sales, or service operations, preferably in the equipment or technical services industry.

• Proven leadership ability with a track record of motivating and managing high-performing teams.

• Experience implementing or managing digital service platforms or ERP systems is an advantage.

• Exceptional communication and problem-solving skills with a strong passion for service excellence.

• Technical understanding of commercial kitchen equipment, refrigeration, or HVAC systems (preferred).

• Analytical and data-driven mindset — skilled at monitoring KPIs and driving measurable improvements.

• Proactive, organized, and customer-oriented, thriving in a fast-paced environment.

• Willingness to travel occasionally to client sites as required.

Why Join Us

At BERJAYA CKE GROUP, we’re transforming how we serve our customers. By embracing digital tools and continuous improvement, we’re redefining service operations for the modern era.

In this role, your leadership will shape our customer experience strategy, drive digital efficiency, and strengthen client relationships.