Customer Service Manager

Jobtailor; Kulai; On-site; MYR 180,000 - 300,000; Full time

Job summary

Jobtailor is seeking a Senior APAC Customer Service Leader to direct a regional team across APAC, including leads and specialists. You will drive KPIs, implement regional strategies, and ensure compliance with local regulations.

The role requires strong leadership, data-driven decision making, and proficiency in SAP and OTC processes. Ideal candidates have 8–10+ years in CS management, experience leading regional teams, and fluency in English and Chinese.

Qualifications

• University bachelor degree.
• Data-driven mindset with ability to analyze KPIs, identify trends, and implement data-backed improvements.
• Excellent communication and ability to collaborate with cross-functional teams and senior management.
• Expert-level knowledge of the Order-to-Cash (OTC) process.
• Familiarity with common customer service tools and platforms.

Responsibilities

• Lead, manage, and develop a geographically dispersed customer service team across APAC, including team leads and specialists.
• Ensure team members have the training, tools, and support required to deliver outstanding service.
• Drive team engagement, motivation, and retention through coaching, performance reviews, recognition, and career development.
• Foster customer-centricity and continuous learning.
• Develop and implement regional customer service strategies, policies, KPIs, and procedures aligned with company standards and local market needs.
• Monitor and analyze KPIs and team productivity to drive continuous improvement.
• Oversee resolution of complex customer inquiries, complaints, and escalations.
• Act as escalation point for critical customer issues.
• Prepare and present reports to senior management on team performance, customer feedback, and strategic progress.

Skills

Leadership

Data analysis

KPI tracking

Cross-functional collaboration

Excel proficiency

Communication skills

Order-to-Cash (OTC) process

SAP

APAC regional knowledge

Fluent English

Fluent Chinese

Education

Bachelor's degree

Tools

SAP System

Job description

• Lead, manage, and develop a geographically dispersed customer service team across APAC, including team leads and specialists
• Ensure team members have the training, tools, and support required to deliver outstanding service
• Drive team engagement, motivation, and retention through coaching, performance reviews, recognition, and career development
• Foster customer-centricity and continuous learning
• Develop and implement regional customer service strategies, policies, KPIs, and procedures aligned with company standards and local market needs
• Monitor and analyze KPIs and team productivity to drive continuous improvement
• Oversee resolution of complex customer inquiries, complaints, and escalations
• Act as escalation point for critical customer issues
• Track industry trends, regional customer expectations, and competitors’ customer service practices
• Recommend innovative solutions to enhance customer experience
• Ensure compliance with regional regulations and company policies
• Prepare and present reports to senior management on team performance, customer feedback, and strategic progress

Requirements

• University bachelor degree
• At least 8–10 years of customer service management experience
• Minimum 3 years leading regional teams
• Proven track record of strong leadership and effective people management
• Data-driven mindset with ability to analyze KPIs, identify trends, and implement data-backed improvements
• Exceptional communication skills and ability to collaborate with cross-functional teams and senior management
• Expert-level knowledge of the Order-to-Cash (OTC) process
• Proficiency in SAP system operations
• In-depth understanding of APAC regional cultures, customer expectations, and relevant regulatory requirements
• Familiarity with common customer service tools and platforms
• Fluent English and Chinese speaking and writing
• Proven data analysis capabilityStrong Excel skills

Core Competencies

Demonstrates strong leadership in managing geographically dispersed customer service teams across APAC, with a focus on developing strategies, analyzing KPIs, and ensuring compliance with regional regulations. Proficient in fostering customer-centricity and driving continuous improvement through effective communication and collaboration.

Highest-signal resume keywords

• Customer Service Management


• Leadership Experience


• Data Analysis Capability


• SAP System Operations


• Fluent English and Chinese

ATS Optimization Keywords

Hard Skills

• Customer Service Strategy Development


• KPI Monitoring and Analysis


• Order-to-Cash (OTC) Process


• Data-Driven Decision Making


• Excel Proficiency

Soft Skills

• Exceptional Communication Skills


• Team Engagement and Motivation


• Collaboration with Cross-Functional Teams

Industry Keywords

• APAC Regional Cultures


• Customer Expectations


• Regulatory Compliance

Tools & Technologies

• Customer Service Tools and Platforms


• SAP System