Customer Service Manager

YONNY BRAND MANAGEMENT (MY) SDN. BHD.; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading brand management firm in Kuala Lumpur is seeking a customer complaint management manager. The ideal candidate will develop standardized processes for B2C complaint handling, lead B2B complaint coordination, and execute regional market research initiatives. Applicants should have 3–5 years' experience in the F&B industry, strong analytical skills, and excellent team leadership abilities. This role requires regular travel within Southeast Asia, ensuring effective resolution of customer complaints and enhancing overall customer satisfaction.

Qualifications

• 3–5 years of customer service management experience in the F&B industry, including experience managing overseas teams.
• Solid experience in managing both B2B and B2C complaint processes.
• Familiar with dining market environments and major social media platforms in Malaysia, Thailand, Indonesia, and Vietnam.

Responsibilities

• Develop and implement standardized processes for B2C customer complaint handling.
• Lead communication with partner stores and ingredient suppliers.
• Establish a public sentiment monitoring system.
• Conduct biannual regional market research.

Skills

Strong team leadership

Goal-setting

Data analysis

Excellent communication

Detail-oriented

Results-driven

Education

Diploma or above in Hospitality Management, Marketing, Business Administration, or related fields

Tools

Microsoft Office (Word, Excel, PowerPoint)

Data analysis tools

Job description

Develop and implement standardized processes and SOPs for overseas B2C customer complaint handling, covering product quality, taste, service attitude, and overall dining experience.

Establish a complaint escalation and grading mechanism; personally handle major or complex cases to ensure effective resolution and customer satisfaction.

Ensure full complaint resolution and feedback closure.

Analyze B2C complaint data regularly and provide actionable improvement strategies to relevant departments.

Key Responsibilities

Core Customer Complaint Management

• Develop and implement standardized processes and SOPs for overseas B2C customer complaint handling, covering product quality, taste, service attitude, and overall dining experience.
• Establish a complaint escalation and grading mechanism; personally handle major or complex cases to ensure effective resolution and customer satisfaction.
• Ensure full complaint resolution and feedback closure.
• Analyze B2C complaint data regularly and provide actionable improvement strategies to relevant departments.

B2B Complaint Coordination

• Lead communication with partner stores and ingredient suppliers across Thailand, Malaysia, and Indonesia.
• Build a structured B2B complaint handling framework focusing on ingredient quality, logistics, and policy execution issues.
• Coordinate closely with Supply Chain, Operations, and other relevant departments to establish a fast-response mechanism and standardized solutions.
• Organize regular B2B complaint review meetings and drive cross-functional corrective actions.

Public Sentiment & Media Crisis Management

• Establish a multi-platform overseas public sentiment monitoring and response system, covering platforms such as Facebook, TikTok, Xiaohongshu, Google Reviews, and food delivery platforms in Malaysia, Thailand, and Indonesia.
• Develop tiered response plans for public sentiment incidents.
• Lead daily monitoring and early risk identification; personally take charge of major public sentiment or crisis cases.
• Collaborate with Brand and PR teams to formulate and execute response strategies.
• Produce regular sentiment analysis reports and provide recommendations to enhance brand image and reputation.

Market Visits & Research

Store Visit Management

• Formulate quarterly store visit plans for Thailand, Malaysia, and Indonesia, ensuring 100% store coverage each quarter.
• Design store inspection checklists covering food standards, service procedures, and ingredient management.
• Organize follow-up meetings with Operations teams to drive corrective actions, track progress, and validate outcomes.
• Continuously improve store standard compliance and execution quality.

Market Research & Insights

• Design and lead overseas customer research initiatives aligned with the company’s market expansion strategy.
• Conduct biannual full-coverage regional market research through surveys, interviews, and on-site visits.
• Analyze consumer behavior, preferences, and competitor dynamics; consolidate insights into structured research reports.
• Provide data-driven recommendations to support product iteration, service enhancement, and marketing strategies.

Job Requirements

Basic Qualifications

• Diploma or above in Hospitality Management, Marketing, Business Administration, Customer Service Management, or related fields.
• 3–5 years of customer service management experience in the F&B industry, including 1–2 years managing overseas customer service teams (Southeast Asia experience preferred).
• Solid experience in managing both B2B and B2C complaint processes, with exposure to public sentiment handling and market research coordination.
• Familiar with dining market environments, consumer behaviors, and major social/media platforms in Malaysia, Thailand, Indonesia, and Vietnam.
• Willing to travel regularly to Thailand, Indonesia, and Vietnam for store visits and research.

Skills & Competencies

Management & Leadership

• Strong team leadership, goal-setting, and execution management capabilities.
• Proven experience handling major complaints and public sentiment incidents with effective solution delivery.

Analytical & Decision-Making Skills

• Strong market research planning and data analysis skills, with the ability to extract key insights and strategic recommendations.
• Sharp market awareness and sound judgment to support management decision-making.

Cross-Functional Collaboration

• Excellent communication and coordination skills across departments.
• Highly execution-oriented, detail-focused, and results-driven.

Team Building & Talent Development

• Experience in recruiting, training, coaching, and motivating customer service teams.
• Ability to build talent pipelines and improve team performance through structured training and performance management systems.

Tools & Systems

• Proficient in Microsoft Office (Word, Excel, PowerPoint) and data analysis tools.
• Strong reporting, data visualization, and presentation skills.
• Familiarity with complaint management systems and public sentiment monitoring tools is an advantage.
• Able to perform under pressure and adapt to overseas work environments and frequent travel.
• High integrity with a strong sense of confidentiality in handling customer and company data.