CUSTOMER SERVICE MANAGER

Jobstreet Malaysia; Seberang Perai; On-site; MYR 60,000 - 90,000; Full time

Job summary

Jora Malaysia is seeking a capable Lead to supervise the Customer Service team and drive service excellence in Penang. You will ensure timely handling of inquiries, orders, and after-sales support while building strong customer relationships and guiding resolution of escalated issues.

The role requires coaching staff, coordinating with multiple departments, and monitoring KPIs to improve satisfaction and retention. ERP/CRM systems experience is a plus.

Qualifications

• Experience leading a customer service team and achieving service targets.
• Strong communication and interpersonal skills for coaching staff.
• Ability to analyze feedback and present improvement initiatives.

Responsibilities

• Lead, supervise, and develop the Customer Service team to achieve departmental objectives.
• Ensure prompt and professional handling of customer inquiries, orders, complaints, and after-sales support.
• Build and maintain strong relationships with customers to improve satisfaction and retention.
• Handle complex or escalated customer complaints and implement effective resolutions.
• Monitor order processing activities to ensure accuracy and timely delivery.
• Coordinate with Sales, Production, Planning, Purchasing, Logistics, and Quality departments to meet customer requirements.
• Establish and implement customer service policies, procedures, and best practices.
• Monitor customer service KPIs, including response time, order accuracy, complaint resolution, and customer satisfaction.
• Prepare monthly reports on customer service performance and present improvement initiatives to Management.
• Recruit, train, coach, and evaluate customer service staff to ensure high performance.
• Manage departmental workload and staffing to maintain service efficiency.
• Support the implementation and effective use of ERP/CRM systems.
• Ensure compliance with company policies, quality management systems, and customer requirements.

Skills

Leadership

Customer service management

Cross-department collaboration

Problem solving

Data analysis

Report preparation

Tools

ERP/CRM systems

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Lead, supervise, and develop the Customer Service team to achieve departmental objectives.

Ensure prompt and professional handling of customer inquiries, orders, complaints, and after-sales support.

Build and maintain strong relationships with customers to improve satisfaction and retention.

Handle complex or escalated customer complaints and implement effective resolutions.

Monitor order processing activities to ensure accuracy and timely delivery.

Coordinate closely with Sales, Production, Planning, Purchasing, Logistics, and Quality departments to meet customer requirements.

Establish and implement customer service policies, procedures, and best practices.

Monitor customer service KPIs, including response time, order accuracy, complaint resolution, and customer satisfaction.

Analyze customer feedback and recommend process improvements to enhance service quality.

Prepare monthly reports on customer service performance and present improvement initiatives to Management.

Recruit, train, coach, and evaluate customer service staff to ensure high performance.

Manage departmental workload and staffing to maintain service efficiency.

Support the implementation and effective use of ERP/CRM systems.

Ensure compliance with company policies, quality management systems, and customer requirements.

Perform any other duties assigned by Management from time to time.