Customer Service Manager

HAG STORE SDN. BHD.; West Coast Division; On-site; MYR 50,000 - 70,000; Full time

Job summary

A well-established retailer in Sabah is seeking a Customer Service Manager to enhance customer communication and satisfaction. The role involves managing multiple customer service channels, improving SOPs, and handling CRM tasks. Candidates should have at least 5 years of experience in customer service or marketing, alongside a relevant educational background. The position offers professional development opportunities, competitive salaries, and a supportive work environment.

Benefits

Competitive salaries

Health insurance

Generous holiday allowances

Flexible work arrangements

Qualifications

• 5 years in customer service or marketing experience.
• Experience in handling membership systems.
• Ability to handle multiple customer service channels.

Responsibilities

• Manage all incoming customer enquiries via multiple channels.
• Create, maintain, and improve customer service SOPs.
• Manage CRM system and ensure data accuracy.
• Plan and execute loyalty campaigns.
• Monitor Google Reviews and improve brand reputation.

Skills

Strong written and verbal communication skills

Proficiency in social media platforms

Analytical mindset for tracking customer feedback

Problem-solving skills

Strong organizational skills

Education

Diploma or degree in Business, Marketing, Communications

Tools

CRM systems

Google Business

Job description

About the role

The Customer Service Manager is responsible for managing all customer communication channels, improving customer satisfaction and retention, and overseeing membership, CRM, and remarketing activities. This role owns the customer service SOP, KPI, escalation handling, and service quality across all digital touchpoints.

What you'll be doing

1. Customer Service Operations
   • Manage all incoming customer enquiries via WhatsApp, WhatsApp API, social media (Facebook, Instagram, TikTok, YouTube), phone calls, and emails.
   • Ensure timely, professional, and consistent responses.
   • Monitor daily enquiry volume and response quality.
   • Handle escalated cases and sensitive customer complaints.
2. SOP, System & Process Ownership
   • Create, maintain, and improve customer service SOPs.
   • Define response standards, escalation flow, and service tone.
   • Ensure SOP compliance by CS staff.
   • Continuously improve workflow to reduce response time and errors.
3. CRM & Customer Data Management
   • Manage CRM system and customer database.
   • Ensure all enquiries, leads, and follow‑ups are properly recorded.
   • Segment customers for remarketing and loyalty purposes.
   • Maintain accurate customer history and interaction records.
4. Membership & Loyalty Program
   • Manage VIP/membership app content and notifications.
   • Plan and execute loyalty campaigns, vouchers, and promotions.
   • Coordinate birthday rewards, reminders, and special benefits.
5. Remarketing & Retention
   • Plan and execute remarketing campaigns via WhatsApp, app, and social channels.
   • Support sales campaigns with targeted customer messaging.
   • Monitor Google Reviews regularly.
   • Respond professionally to positive and negative reviews.
   • Identify recurring complaints and propose improvements.
   • Improve overall online rating and brand reputation.
6. Team Management & Training
   • Conduct regular coaching and performance reviews.

What we’re looking for

• Education: Diploma or degree in Business, Marketing, Communications, or a related field.
• Experience: 5 years in customer service, marketing, or membership management.
• Skills:
  • Strong written and verbal communication skills.
  • Proficiency in social media platforms, Google Business, and customer service tools.
  • Ability to handle multiple customer service channels efficiently.
  • Analytical mindset for tracking customer feedback and campaign performance.
  • Problem‑solving skills and a customer‑first approach.
  • Experience in handling membership systems.
  • Friendly, patient, and proactive in handling customer interactions.
  • Strong organizational skills and attention to detail.

What we offer

At HAG STORE SDN. BHD., we provide a supportive and collaborative work environment with opportunities for professional development and growth. Our comprehensive benefits package includes competitive salaries, health insurance, and generous holiday allowances. We also offer flexible work arrangements and a range of wellness initiatives to support employees' overall well‑being.

About us

HAG STORE SDN. BHD. is a leading solar & lighting retailer in Kota Kinabalu, Sabah, known for our wide range of high‑quality products and exceptional customer service. With a strong commitment to sustainability and community involvement, we strive to be a trusted and respected brand in the region. Join our team and be a part of our continued success.

Apply now to become our next Customer Service Manager!