Customer Relations Manager

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

Jora Malaysia is seeking a Customer Relations Manager to lead the team, drive customer-experience excellence, and enhance service standards. You will monitor CSAT, handle escalations, and collaborate with internal teams to improve journeys while championing a customer-first culture.

The role requires 5+ years in customer relations/experience with at least 2 years in supervision, strong leadership, and proficiency in English and Bahasa Malaysia; Mandarin is a plus.

Qualifications

• Minimum 5+ years in Customer Relations, Customer Experience, or Customer Service.
• Proven supervisory/managerial experience (2+ years).
• Strong leadership, communication, and stakeholder management.
• 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 a plus.

Responsibilities

• Lead and coach the Customer Relations team to deliver service excellence.
• Drive customer experience initiatives and monitor CSAT, 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.

Skills

Customer leadership

Stakeholder management

Team coaching

Service excellence

Bilingual English/BM

Problem-solving

Analytical thinking

Tools

MS Office

MS Excel

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Customer Relations Manager

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.

Key Responsibilities

• 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.

Requirements

• 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.

Why Join Us?

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!