Customer Service & Governance Leader

Commerce DotAsia Enterprise Sdn Bhd; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading E-Commerce company in Kuala Lumpur is seeking an experienced Customer Service Manager to develop and execute robust customer service strategies. The ideal candidate will have a Bachelor's degree and 5-8 years of experience in customer service operations, with a strong emphasis on leadership and process improvement. Responsibilities include overseeing daily operations, leading a high-performing team, and ensuring compliance with service standards. This role offers a dynamic environment with a focus on customer retention and service quality.

Qualifications

• 5–8 years of experience in customer service operations, with 2–3 years in a leadership role.
• Strong understanding of omnichannel support and customer experience metrics.
• Proven ability to develop high-performing teams.

Responsibilities

• Develop and execute customer service strategies to support business growth.
• Lead, coach, and mentor the Customer Service Team.
• Ensure adherence to SLAs and internal processes.

Skills

Customer service operations

Leadership

Analytical skills

Problem-solving

Stakeholder management

Process improvement

Communication skills

Education

Bachelor’s degree in business or related field

Tools

CRM systems

Helpdesk platforms

Dashboards

Automation tools

Job description

A leading E-Commerce company in Kuala Lumpur is seeking an experienced Customer Service Manager to develop and execute robust customer service strategies. The ideal candidate will have a Bachelor's degree and 5-8 years of experience in customer service operations, with a strong emphasis on leadership and process improvement. Responsibilities include overseeing daily operations, leading a high-performing team, and ensuring compliance with service standards. This role offers a dynamic environment with a focus on customer retention and service quality.