Customer Service Manager

BSSB Leather & Fabric Chairs; Klang City, Port Klang; On-site; MYR 120,000 - 180,000; Full time

Job summary

BSSB Leather & Fabric Chairs is seeking a Customer Service Manager to own the end-to-end customer satisfaction and after-sales experience globally, spanning pre-development to product life cycle.

The role requires leadership in a systems-driven, commercially oriented environment with proven experience in international customer service leadership within manufacturing or furniture sectors.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Communications, or a related field is required.
• Postgraduate qualification or professional certification in Customer Experience / Service Management is an advantage.
• Minimum 7 years of progressive customer service experience, with at least 3 years in a managerial capacity.
• Proven track record managing global or multi-regional customer service operations.
• Experience in the manufacturing, furniture, or durable goods industry is strongly preferred.
• CRM/ticketing systems experience (Freshdesk, Zendesk, or equivalent).
• Experience designing and managing SLAs, SOPs, and service KPIs.
• Excellent command of English; additional languages advantageous.

Responsibilities

• Build and manage customer-facing online service portals aligned to SLA and AI requirements.
• Develop warranty, spare parts, and innovation troubleshooting forms for all products.
• Train customers and internal teams on portal usage and self-service adoption.
• Monitor ticket progress via Freshdesk; ensure timely resolution of issues.
• Lead all customer-facing SLA dialogue and collaborate with Business Development for complex negotiations.
• Design standardized communication channels across customer touchpoints.
• Track KPIs for communication efficiency and resolution time.
• Build and manage a knowledge base for training, self-help, and automation.
• Migrate all customer communication to a unified channel.
• Generate monthly regional reports and a global customer service report.
• Present findings to BD, Operations, and QC; drive action plan closure.
• Review and update SOPs at each reporting cycle.

Skills

Leadership

Cross-functional

Data-driven

Stakeholder management

Education

Bachelor's degree in Business Administration or related field

Postgraduate qualification in Customer Experience / Service Management

Tools

Freshdesk

Zendesk

Formstack

Job description

As the Customer Service Manager, you will own the end-to-end customer satisfaction and after-sales experience globally. From pre-development through to the end of the product life cycle, you will ensure service levels are maintained, systems are optimized, and customers are empowered through self-service tools and structured support frameworks.

This is a senior role suited to a commercially minded, systems-driven professional with proven international customer service leadership experience in the manufacturing or furniture.

Key Responsibilities

Build and manage customer-facing online service portals aligned to each customer's SLA and AI requirements.

Develop warranty, spare parts, and innovation troubleshooting forms for all customer products.

Train customers and internal teams on portal usage; drive self-service adoption.

Monitor ticket progress via Freshdesk; ensure timely issue resolution.

Extend Formstack support to other departments (Maintenance, QC, HR) where required.

Service Level Agreements (SLA)

Ensure every customer has a signed SLA in place; establish standard baselines where none exist.

Review and negotiate customer-proposed SLAs in line with BSSB's operational benchmarks.

Lead all customer-facing SLA dialogue diplomatically; elevate to Business Development for complex negotiations.

Maintain understanding of customer systems to ensure SLAs are mutually beneficial.

Customer Communication & Management

Design and implement standardized communication channels across all customer touchpoints.

Monitor communication quality; use it as a training and benchmarking tool.

Track KPIs for communication efficiency and resolution time against SLA targets.

Build and manage a knowledge base for training, self-help, and automation.

Migrate all customer communication to a unified channel.

Reporting

Generate monthly individual region reports and a consolidated Global Customer Service report.

Present findings to BD, Operations, and QC teams; drive action plan closure.

Review and update SOPs at each reporting cycle to ensure accountability.

Training & Support

Lead QR Code and online service training for internal teams and retail partners.

Collaborate with the 3D team to produce assembly and troubleshooting video content.

Build a cost-effective salesforce education programme to enhance product knowledge and confidence.

Budget Management

Adhere to and manage service budgets; minimize external service provider dependency.

Reduce service labour costs per unit through online efficiency gains.

Present cost reduction plans and results every 6 months.

Showroom & Social Media

Supervise showroom product setup, dismantling, and inventory management.

Manage the company's social media pages and create brand-aligned digital content.

Team Management

Lead and develop the Customer Service team structure and capability.

Manage special projects as directed by management within the role's scope.

Key Performance Indicators (KPIs)

Ticket volume resolved within SLA timeframes

Customer satisfaction scores (CSAT / NPS)

Timely response rate to customer requests

Effectiveness of customer service tools and processes

Service improvement initiatives launched and measured

Quality and timeliness of monthly reports

Spare part stock management efficiency

Customer relationship health and retention

Product service knowledge scores (internal & retailer)

Job Requirements

Bachelor's degree in Business Administration, Operations Management, Communications, or a related field (required).

Postgraduate qualification or professional certification in Customer Experience / Service Management is an advantage.

Minimum 7 years of progressive customer service experience, with at least 3 years in a managerial capacity.

Proven track record managing global or multi-regional customer service operations.

Experience in the manufacturing, furniture, or durable goods industry is strongly preferred.

Demonstrated success implementing CRM/ticketing systems (Freshdesk, Zendesk, or equivalent).

Experience designing and managing SLAs, SOPs, and service KPIs.

Excellent command of English (written and spoken); additional language proficiency (Mandarin, Arabic, or European language-French) is advantageous given BSSB's global market base.

Willing and able to travel frequently to key markets as needed to support customer service and drive sales operations effectively.

Strong leadership, coaching, and cross-functional team management skills.

Commercially astute with budget accountability experience.

High cultural intelligence and adaptability.

Data-driven mindset with the ability to translate customer insights into actionable improvements.

Excellent stakeholder management and diplomatic communication skills.

Proactive, self-motivated, and results-oriented with a customer-first mindset.

Comfortable in a fast-paced, cross-cultural manufacturing environment.

High integrity, collaborative, and committed to continuous improvement.

This role will report to the Head of Global Sales.

Household Goods & Appliances Manufacturing 101-1,000 employees

BSSB is a British owned and run, Malaysian based volume manufacturer of leather and fabric beds and dining chairs that supplies some of the leading brands within focused markets for retail and contract furniture today. BSSB was established in 1999 in Malaysia to fulfill demand requirements for well designed British manufacture with a lower cost center and volume capacity. From this initial concept BSSB developed into a specialist manufacturer of upholstered beds and dining chairs to supply the UK retail and contract market. In 2002-2006 BSSB expanded into the Spanish, South African and Taiwanese markets. In 2008-2010 BSSB has and continues to establish expansion into other key market bases such as Australia, USA and Japan along with other parts of Europe and Asia.

COMPANY GOALS

BSSB has built up a solid reputation for quality furniture manufacture and has supplied most of its customers for years with value and successfully developed designs. These designs have lead to no.1 retailer, manufacturer and wholesaler shop floor profit returns and these successes have then been maintained through our commitment to relationship building, customer and market understanding. Our aim at BSSB is to continue this legacy and continue to produce high quality products, tailored to our customer needs at affordable prices, creating what we hope to be the perfect formula for a winning team. We look forward to you becoming a part of this goal.

BSSB is a British owned and run, Malaysian based volume manufacturer of leather and fabric beds and dining chairs that supplies some of the leading brands within focused markets for retail and contract furniture today. BSSB was established in 1999 in Malaysia to fulfill demand requirements for well designed British manufacture with a lower cost center and volume capacity. From this initial concept BSSB developed into a specialist manufacturer of upholstered beds and dining chairs to supply the UK retail and contract market. In 2002-2006 BSSB expanded into the Spanish, South African and Taiwanese markets. In 2008-2010 BSSB has and continues to establish expansion into other key market bases such as Australia, USA and Japan along with other parts of Europe and Asia.

COMPANY GOALS

BSSB has built up a solid reputation for quality furniture manufacture and has supplied most of its customers for years with value and successfully developed designs. These designs have lead to no.1 retailer, manufacturer and wholesaler shop floor profit returns and these successes have then been maintained through our commitment to relationship building, customer and market understanding. Our aim at BSSB is to continue this legacy and continue to produce high quality products, tailored to our customer needs at affordable prices, creating what we hope to be the perfect formula for a winning team. We look forward to you becoming a part of this goal.

What can I earn as a Customer Service Manager