Customer Service Manager

Store N Go; Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading e-commerce company in Selangor seeks a Customer Service Manager to oversee the service team and ensure high-quality customer support. The ideal candidate will have at least 6-8 years of experience in customer service, preferably in e-commerce or fulfillment, along with strong leadership and problem-solving skills. Responsibilities include handling complaints, developing service standards, and monitoring team performance. Proficiency in customer service systems and good command of English and Bahasa Malaysia is essential.

Qualifications

• Minimum 6–8 years of customer service experience, preferably in e-commerce or fulfillment.
• Proven leadership experience in managing a customer service team.
• Familiarity with warehouse processes, order flow, and logistics operations.

Responsibilities

• Lead and supervise the customer service team to ensure timely and accurate responses.
• Handle escalated customer complaints with professionalism and empathy.
• Monitor daily inquiries to ensure SLA and response quality are met.

Skills

Leadership

Problem-Solving

Communication

Conflict Handling

Analytical Skills

Education

Diploma/Degree in Business or Customer Service

Tools

Excel

Google Sheets

Customer Service Systems

Chat Platforms

Job description

Responsibilities

1. Lead and supervise the customer service team to ensure timely and accurate responses.
2. Handle escalated customer complaints with professionalism and empathy.
3. Analyze complaint patterns, identify root causes, and implement corrective actions.
4. Develop service standards and procedures to improve customer satisfaction.
5. Work closely with warehouse and operations teams to resolve order and fulfillment issues.
6. Monitor daily inquiries to ensure SLA and response quality are met.
7. Train and coach team members on communication, system usage, and problem‑solving skills.
8. Prepare regular reports on complaints, service metrics, and improvement plans.
9. Collaborate with management to enhance overall customer experience strategies.
10. Manage difficult customers by providing calm, clear, and solution‑driven communication.
11. Perform any ad hoc duties assigned by superior.

Prerequisites & Competencies

1. Diploma/Degree in Business, Customer Service, or any field.
2. Minimum 6–8 years of customer service experience, preferably in e‑commerce or fulfillment.
3. Proven leadership experience in managing a customer service team.
4. Strong problem‑solving and analytical skills.
5. Excellent communication and conflict‑handling abilities.
6. Ability to remain calm and composed during escalations.
7. Familiar with warehouse processes, order flow, and logistics operations.
8. Strong reporting, documentation, and follow‑up skills.
9. Proficient in customer service systems, chat platforms, and Excel/Google Sheets.
10. Reasonable command in written English & Bahasa Malaysia. Mandarin will be an advantage.
11. Able to work under pressure and handle high‑volume inquiries.