Customer Relations Manager

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

Lead Customer Experience. Lead the Team. Make an Impact.

Are you a customer-focused leader passionate about service excellence and team leadership? Join us as a Customer Relations Manager to lead the team, strengthen service standards, and enhance the overall customer experience.

Lead and coach the Customer Relations team.

Drive customer experience and 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.

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.

Your experience matters. Your ideas matter. Your impact matters.

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

Ready for Your Next Challenge?

If you're a people leader, problem solver, and customer experience champion, we want to hear from you!

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How would you rate your English language skills?
• How would you rate your Mandarin language skills?
• How many years' experience do you have as a Customer Relations Specialist?
• How many years' experience do you have as a Head of Year?

What can I earn as a Client Relationship Manager