Customer Service Manager

Worldline International (Malaysia) Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading payments technology company in Kuala Lumpur seeks an experienced Customer Service Manager to ensure service delivery excellence. You will manage customer queries and escalations, track service metrics, and coordinate projects. This role requires strong IT service delivery experience, excellent communication skills in English, and proficiency in MS Office. Join a team recognized for its sustainability efforts and be part of an organization that values professional growth and development.

Benefits

Healthcare Packages

Physical Wellness

Family Wellness

Technology Purchases

Qualifications

• IT degree graduate with experience in IT Service Delivery Management.
• Experience in Managed Services or BPO appreciated.
• Minimum 3+ years of project coordination experience.

Responsibilities

• Ensure services are delivered according to Service Description and targets.
• Manage escalation and communication with customers regarding issues.
• Track and report on key process metrics for service review.

Skills

IT Service Delivery Management

Process Improvement

Communication Skills

Problem Solving

Project Coordination

MS Excel

MS PowerPoint

Education

IT degree

Job description

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks, from San Francisco to Auckland, we are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

We are looking for a highly skilled Customer Service Manager who has a creative mind and is passionate about delivering excellence. If you thrive in dynamic environments and can drive positive change, we invite you to join our team.

Day-to-Day Responsibilities

• You report directly to Head of Service Manager.
• You are responsible for ensuring services are delivered in line with Service Description and all Service Level targets are achieved.
• Analyze operational metrics and work with technical delivery teams to identify and respond actively to trends, performance and capacity needs.
• Focus on our customers, their key business issues and how to provide added customer value with consultancy.
• Handle escalation, query phone calls and e‑mails from customers regarding operational & technical issues related to hardware, software, and network.
• Work with Senior Customer Service Manager to build an action plan for improving the Customer Satisfaction Surveys if needed.
• Monitor and update customers on the status of high‑severity incidents during problem solving; follow up with post‑incident reviews and incident reports to clients.
• Manage & track all aspects of SLA incidents and escalation.
• Work and communicate with Senior Customer Service Manager to ensure relevant services top‑off activities are being managed.
• Track and monitor medium to high complexity Change Requests end‑to‑end.
• Track and report on key process metrics to ensure key partners can monitor the success of the Service Review Process and make informed, strategic decisions where appropriate.
• Work with other teams and Team Leaders to ensure cohesion within the unit and workflow progression.
• Take up the role of project coordinator when required, including project progress updates & reporting to team & management; create project plans including setting targets for milestones, adhering to deadlines and assisting with the definition of project scope and goals.
• Take up any additional task related to projects.
• Monitor efforts (incidents/man‑days) consumed toward purchased allotments/allocations.
• Apply structured project management workflow, appropriate follow‑up of tasks, on‑time delivery and risk management.
• Perform internal and external correspondence efficiently.

Qualifications

• IT degree graduate with a strong background in IT Service Delivery Management.
• Background in Managed Services or BPO is appreciated.
• Ability to work reciprocally with different infrastructure teams to understand IT processes, operations tasks, service desk ticket analyses, and capable of applying discernment to plan automations and develop.
• Experience working with a customer service management team.
• Highly skilled in process improvement techniques and reporting.
• Excellent communication skills in English.
• Able to speak & read Chinese to support Taiwan customers.
• Minimum 3+ years of project coordination experience.
• Proficient with MS Office software programs, especially MS Excel and MS PowerPoint.
• Effective problem solving by rapidly working with all teams to identify root cause and ensure workarounds or permanent solutions are delivered under tight timing constraints.
• Strong written and oral communication skills with a background of getting one’s message understood clearly by adopting different styles, tools and techniques appropriate to the audience and the nature of the information.

Benefits

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
• Flexi benefits including Healthcare Packages, Physical Wellness, Family Wellness and Technology Purchases.

We are on an exciting journey towards the next frontiers of payments technology; join us to make a real impact on society.