Customer Service, Assistant Manager

Brandt Business Services Sdn Bhd; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Job summary

Brandt is seeking a Customer Service Assistant Manager in Kuala Lumpur to oversee daily customer service operations and drive service quality. You will lead and coach the team, work with internal stakeholders to improve processes and systems, and enhance the overall customer experience across touchpoints.

The role requires a minimum of 5 years in customer service within banking/financial services, strong English communication, and experience scaling CS infrastructure and SOPs.

Qualifications

• Bachelor's degree in any discipline.
• Minimum 5 years of customer service experience within banking or financial services.
• Strong verbal and written communication skills in English; Mandarin is an added advantage.
• Experience setting up, improving or scaling customer service infrastructure, systems or SOPs.
• Experience managing multiple stakeholders in a fast-paced operational environment.
• Strong analytical, problem-solving and process improvement skills.
• Ability to translate operational challenges into practical, data-driven solutions.
• Strong leadership, communication and stakeholder management skills.

Responsibilities

• Lead, coach and support the customer service team to achieve service quality and performance targets.
• Monitor customer interactions across channels and provide feedback to improve service delivery.
• Ensure enquiries, complaints and customer issues are handled accurately and within agreed service standards.
• Act as an escalation point for complex or sensitive customer cases.
• Support the enhancement of customer service systems including CRM, live chat and ticketing platforms.
• Gather system requirements, review workflows and coordinate UAT for system enhancements and fixes.
• Analyse recurring customer issues and identify root causes and improvement opportunities.
• Review and enhance customer service processes, SOPs and service standards.
• Monitor key service metrics such as CSAT, FCR, response time and resolution time.
• Work with multiple stakeholders to drive operational improvements and customer experience initiatives.

Skills

Communication skills

Team leadership

Stakeholder management

Process improvement

CRM

UAT

Data analysis

Problem solving

Education

Bachelor's degree

Job description

We are looking for a Customer Service Assistant Manager to oversee daily customer service operations, drive service quality and support continuous improvement across customer touchpoints. The role will lead and coach the customer service team while working closely with internal stakeholders to improve processes, systems and the overall customer experience.

Key responsibilities

• Lead, coach and support the customer service team to achieve service quality and performance targets.
• Monitor customer interactions across multiple channels and provide feedback to improve service delivery.
• Ensure enquiries, complaints and customer issues are handled accurately and within agreed service standards.
• Act as an escalation point for complex or sensitive customer cases.
• Support the enhancement of customer service systems including CRM, live chat and ticketing platforms.
• Gather system requirements, review workflows and coordinate UAT for system enhancements and fixes.
• Analyse recurring customer issues and identify root causes and improvement opportunities.
• Review and enhance customer service processes, SOPs and service standards.
• Monitor key service metrics such as CSAT, FCR, response time and resolution time.
• Work with multiple stakeholders to drive operational improvements and customer experience initiatives.

About you

• Bachelor's degree in any discipline.
• Minimum 5 years of customer service experience within banking or financial services.
• Strong verbal and written communication skills in English; proficiency in Mandarin is an added advantage.
• Experience in setting up, improving or scaling customer service infrastructure, systems or SOPs.
• Experience managing multiple stakeholders in a fast-paced operational environment.
• Strong analytical, problem-solving and process improvement skills.
• Ability to translate operational challenges into practical, data-driven solutions.
• Strong leadership, communication and stakeholder management skills.

Key Skills

Customer Service | Banking | Financial Services | Team Leadership | CRM | Customer Experience | Process Improvement | UAT | SOP | CSAT | FCR

Brandt is a training specialist, consulting and business transformation outsourcing company focused on enabling clients to positively transform their customer strategy and operations through improving the quality, performance and efficiency of the approach and people and deliver an improved customer experience.

Built on the company’s core expertise, Brandt helps organizations achieve enhanced service levels through transforming the approach, performance, quality and efficiency of the organization and its people.

In addition, Brandt focuses on improving the customer management, quality and performance of individuals, teams and functions in delivering world class operational standards in Customer Management Excellence.

Brandt works with organizations to integrate strategies across a broad perspective all elements of their business to support their customers. We are the “final enabler” to help organization achieve operational efficiencies aligned to their business strategy. Investment in technology is therefore optimized.

Organizations have historically seen outsourcing as a cost reduction exercise, and often seen a less than positive impact on quality or the customer experience. Brandt’s offering in business transformation seeks to manage the landscape of creating customer branded experience via an end-to-end approach

Brandt is a training specialist, consulting and business transformation outsourcing company focused on enabling clients to positively transform their customer strategy and operations through improving the quality, performance and efficiency of the approach and people and deliver an improved customer experience.

Built on the company’s core expertise, Brandt helps organizations achieve enhanced service levels through transforming the approach, performance, quality and efficiency of the organization and its people.

In addition, Brandt focuses on improving the customer management, quality and performance of individuals, teams and functions in delivering world class operational standards in Customer Management Excellence.

Brandt works with organizations to integrate strategies across a broad perspective all elements of their business to support their customers. We are the “final enabler” to help organization achieve operational efficiencies aligned to their business strategy. Investment in technology is therefore optimized.

Organizations have historically seen outsourcing as a cost reduction exercise, and often seen a less than positive impact on quality or the customer experience. Brandt’s offering in business transformation seeks to manage the landscape of creating customer branded experience via an end-to-end approach