Customer Service Manager

Tri e Marketing Sdn Bhd; Puchong; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Replacement leave

Medical benefits

Employee purchase program

Free snacks & refreshments

Training sponsorship

Good transport access

Job summary

Tri e Marketing Sdn Bhd is seeking a senior leader to head the customer service department for fulfilment-related services with financial institutions and large corporates. The role focuses on leading the team, coaching staff, and ensuring prompt, helpful support across channels.

You will manage daily service operations, monitor KPIs, handle escalations, and drive improvements in processes and systems while collaborating with Sales, Operations, Product, and Finance.

Qualifications

• Experience in customer service with team leadership.
• Strong communication and problem-solving skills.
• Ability to manage complaints professionally across multiple channels.
• Good organizational and decision-making skills.
• Diploma level or higher, with at least 5 years of related experience.
• Sports and recreational.

Responsibilities

• Lead, coach, and train customer service staff and team leads.
• Set clear performance expectations and provide regular feedback and development.
• Oversee daily service operations across channels (phone, email, chat, social media, in-person).
• Monitor service levels, response times, resolution rates, customer satisfaction, and KPIs.
• Review feedback and data to identify issues and opportunities for improvement.
• Manage escalated complaints and sensitive cases with timely resolutions.
• Develop and maintain customer service policies and escalation pathways.
• Collaborate with Sales, Operations, Product, Warehouse, Logistics and Finance to resolve issues.
• Support workforce planning, scheduling, and resource allocation.
• Maintain service records and prepare performance reports.
• Assist in selecting and improving customer service systems and automation.
• Promote accountability, collaboration, and continuous improvement.
• Ensure adherence to privacy, security, and consumer-protection requirements.
• Prepare and update Business Continuity Plan documentation.
• Support Group’s payment solution platform and merchant onboarding.

Skills

Team leadership

Communication skills

Problem-solving

Organizational skills

Decision-making

CRM software proficiency

Education

Diploma or higher

Tools

CRM software

Job description

This is a senior position spearheading the Group’s customer service department mainly in fulfilment business that involved financial institutions and large corporates. The candidate is to lead our customer service team and ensure customers receive prompt, helpful support. You will manage daily service operations, coach team members, resolve escalated complaints, and improve service processes.

Key responsibilities

Lead, coach, and train customer service staff and or team leads.

Set clear performance expectations and provide regular feedback, training and development.

Oversee daily service operations across relevant channels, such as phone, email, chat, social media, or in-person support.

Monitor service levels, response times, resolution rates, customer satisfaction, and other key performance indicators.

Review customer feedback and service data to identify recurring issues, operational gaps, and opportunities to improve.

Manage escalated complaints and sensitive cases, ensuring timely, fair, and appropriate resolutions.

Develop and maintain customer service policies, procedures, knowledge resources, and escalation pathways.

Work with teams such as Sales, Operations, Product, Warehouse, Logistics and Finance to resolve customer issues and improve end-to-end processes.

Support workforce planning, scheduling, and resource allocation to meet customer demand.

Maintain accurate service records and prepare regular reports on performance, trends, and improvement initiatives.

Help select, implement, and improve customer service systems, tools, and automation.

Promote a culture of accountability, collaboration, empathy, and continuous improvement.

Ensure the team follows company policies and applicable privacy, security, and consumer-protection requirements.

Prepare, review, and update Business Continuity Plan (BCP) documentation to ensure business continuity readiness and compliance with company requirements.

Provide support Group’s payment solution platform including assisting dealers and brand partners with new merchant registration, onboarding, enquiries including transaction-related enquiries and technical issues.

Coordinate with internal teams and relevant stakeholders to investigate, troubleshoot, and ensure timely resolution of customer and internal support requests while maintaining agreed service level standards.

Job Requirements

Experience in customer service, including team leadership or supervision.

Strong communication and problem-solving skills.

Ability to manage complaints professionally and calmly across multiple channels / locations.

Good organizational and decision-making skills.

Comfortable using customer service or CRM software.

Ability to review performance data and set team priorities.

Preferably to have a tertiary education with minimum diploma level and not less than 5 years of related working experiences

Sports and recreational.

Training and certification sponsored by company.

Replacement leave, medical benefit.

Employee purchase program.

Good location - surrounded by affordable eateries, easy access to malls, public transport & major highways.

Free snacks and refreshments.

We are involved in fulfilment services, distribution and digital eCommerce platform that believe in 3 core values - Engage, Evolve and Enrich which build the group to what it is today – 3e Group.

We love to listen; we love to ask. We believe in continuous learning to improve our work infrastructure, industry knowledge and self-development for a sustainable environment. That’s how we evolve and strategize alongside our brand partners, clients and colleagues.

Dynamic, passionate and always looking for opportunities to achieve greater height. We listen and understand the needs of our clients, vendors and employees to build a healthy business relationship.

We are involved in fulfilment services, distribution and digital eCommerce platform that believe in 3 core values - Engage, Evolve and Enrich which build the group to what it is today – 3e Group.

We love to listen; we love to ask. We believe in continuous learning to improve our work infrastructure, industry knowledge and self-development for a sustainable environment. That’s how we evolve and strategize alongside our brand partners, clients and colleagues.

Dynamic, passionate and always looking for opportunities to achieve greater height. We listen and understand the needs of our clients, vendors and employees to build a healthy business relationship.