CUSTOMER SERVICE LEAD

SS Trend Trading; Parit Buntar; On-site; MYR 60,000 - 90,000; Full time

Job summary

TrendMalayaa, part of TrendMalayaa (SS Trend Trading), seeks an experienced Customer Service Lead to oversee multi-branch operations in Malaysia and ensure a consistent, positive customer experience.

The role requires a Diploma/Bachelor’s degree in Business Admin, Customer Service, Marketing, or related field and 3–5 years of leadership in customer service, with strong communication in Bahasa Malaysia and English. Retail/electronics experience is a plus.

Qualifications

• Diploma or bachelor’s degree in business admin, customer service, marketing, or related field.
• Strong communication and interpersonal skills are required.
• Experience leading or supervising a customer service team is preferred.
• Ability to handle multiple customer cases and work independently.
• Fluent in Bahasa Malaysia and English; retail/electronics experience is advantageous.

Responsibilities

• Oversee daily customer service operations across branches to ensure proper handling of enquiries.
• Monitor customer communications via WhatsApp, social media, phone, and other channels.
• Resolve escalated or difficult customer cases and maintain service standards across all branches.
• Investigate root causes of complaints and coordinate with relevant departments.
• Lead and train Customer Service Executives/Assistants and monitor team performance.

Skills

Leadership experience

Strong communication skills

Problem solving

Independent handling

Education

Diploma / Bachelor’s Degree in Business Administration, Customer Service, Marketing, or related field

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.

TrendMalayaa (SS Trend Trading) is a growing Malaysian retail company specialising in smartphones, accessories and repair services, with multiple branches across Malaysia.

We are looking for an experienced, customer-focused and proactive Customer Service Lead to oversee customer service operations, improve service quality and ensure customers receive a consistent and positive experience across all branches.

Job Responsibilities

Customer Service Operations

• Oversee daily customer service operations and ensure enquiries are handled properly.
• Monitor customer communication through WhatsApp, social media, phone calls and other channels.
• Ensure customers receive accurate, professional and timely responses.
• Handle escalated or difficult customer cases when required.
• Ensure service standards are maintained across all branches.
• Monitor customer complaints and ensure cases are resolved within the required timeline.
• Handle serious, repeated or sensitive customer complaints.
• Investigate the root cause of complaints and coordinate with relevant departments.
• Follow up on unresolved cases until proper closure.
• Reduce repeated complaints by improving process and service quality.

Customer Experience

• Review the overall customer journey from enquiry, purchase and after-sales service.
• Identify areas that can improve customer satisfaction.
• Monitor feedback from customers and branches.
• Recommend improvements to customer service processes.
• Support initiatives to improve repeat customers and customer loyalty.

Reviews & Customer Feedback

• Monitor customer reviews and feedback across relevant platforms.
• Track common complaints and service issues.
• Work with Marketing and Operations teams to improve customer reviews.
• Encourage branches to maintain good customer service standards.
• Prepare simple reports on complaint trends, reviews and customer feedback.

Warranty & After-Sales Support

• Coordinate with Operations, Repair and branch teams on warranty and after-sales cases.
• Ensure customers receive clear updates on warranty, repair and replacement matters.
• Monitor delayed or unresolved customer cases.
• Ensure warranty and after-sales processes follow company SOP.
• Escalate major cases to management when necessary.

SOP & Service Standards

• Develop and improve customer service SOPs.
• Standardise customer communication and complaint-handling procedures.
• Ensure branches follow the same customer service standards.
• Prepare templates or guidelines for common customer enquiries and complaints.
• Identify weaknesses in existing service processes and recommend improvements.
• Lead and guide Customer Service Executives / Assistants.
• Monitor team performance, response quality and productivity.
• Assign tasks and ensure customer cases are properly followed up.
• Train junior team members on communication and complaint handling.
• Act as the main escalation point for customer service matters.

Training & Branch Support

• Provide customer service training and guidance to branch staff.
• Improve staff communication skills and complaint-handling techniques.
• Work closely with Branch Managers and Operations team on service issues.
• Support branches in handling difficult customer situations.
• Ensure staff understand company policies related to customers, warranty and after-sales service.

Performance Monitoring & Reporting

• Track response time, resolution time, complaint volume and customer feedback.
• Prepare weekly or monthly customer service reports.
• Highlight major customer issues and recurring problems to management.
• Recommend corrective actions based on customer service data.

Process Improvement

• Identify opportunities to improve customer service workflow.
• Support digitalisation and better tracking of customer cases.
• Improve communication between Customer Service, Operations, Sales and Repair teams.
• Ensure proper records and documentation are maintained.
• Continuously improve service efficiency and customer satisfaction.

Requirements

We are looking for someone who:

• Possesses a Diploma / Bachelor's Degree in Business Administration, Customer Service, Marketing, Communication or related field.
• Has at least 3-5 years of relevant customer service experience.
• Previous experience leading or supervising a customer service team is preferred.
• Has strong communication and interpersonal skills.
• Has experience handling customer complaints and difficult situations.
• Strong problem-solving and conflict-management skills.
• Able to communicate professionally in Bahasa Malaysia and English.
• Able to work independently and handle multiple customer cases.
• Organised, responsible and able to follow up until issues are resolved.
• Comfortable working with WhatsApp, social media and customer service platforms.
• Experience in retail, smartphone, electronics or multi-branch businesses will be an advantage.
• Experience handling warranty or after-sales service will be an added advantage.

What You'll Gain

• Opportunity to lead customer service operations for a growing Malaysian multi-branch retail company.
• Exposure to customer experience, complaint management and after-sales operations.
• Opportunity to work closely with Operations, Sales, Repair and Marketing teams.
• Opportunity to improve customer service standards across multiple branches.
• Career development opportunities towards Customer Experience Lead / Customer Service Manager.
• Training and professional development opportunities.
• Performance-based career progression.

Why Join TrendMalayaa?

At TrendMalayaa, we believe good customer service does not end after a sale is completed.

We are looking for someone who can lead the customer service team, resolve issues professionally and continuously improve the overall customer experience across our branches.

If you are customer-focused, responsible and confident in handling challenging situations, we would love to hear from you.