Customer Service Lead — Experience & Ops

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

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.