Customer Service Manager - Call Center *(Mandarin Speaker)*

ALVA Holding Sdn Bhd; Malacca City; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Medical

Parking

EPF/SOCSO

Annual Leave

Incentive Trip

Job summary

ALVA Holding Sdn Bhd is seeking a Customer Service Manager to lead and develop the CS team, oversee day-to-day operations and ensure service excellence across outlets. You will monitor inquiries, escalations and performance, drive SOPs, and collaborate with Operations, Marketing and outlets to improve appointment flow and customer engagement.

The role emphasizes KPI management, complex issue resolution and data-driven reporting to Management for CX improvements.

Qualifications

• Experience leading a Customer Service team and managing operations.
• Ability to monitor KPIs, service standards and team performance.
• Strong customer complaint handling, escalation and recovery.
• Experience with CRM platforms and workflow automation.
• Experience supporting marketing campaigns or social media customer engagement.

Responsibilities

• Lead, supervise and develop the Customer Service team.
• Oversee daily CS operations, planning and scheduling.
• Monitor inquiries, escalations and follow ups for timely resolution.
• Establish and monitor CS KPIs and standards.
• Handle complex complaints, refunds and escalated cases.
• Develop SOPs, workflows, scripts and escalation processes.
• Manage CRM platforms, workflow automation and AI-assisted CS.
• Collaborate with Operations, Outlets and Marketing on engagement and campaigns.
• Provide regular performance reports and recommendations.

Skills

Team Leadership

Operations Management

KPIs & Standards

Customer Service

CRM Platforms

Workflow Automation

AI-assisted CS

Escalation Handling

Cross-functional Collaboration

Reporting & Analytics

Tools

Respond.io

Job description

- Lead, supervise and develop the Customer Service team, including Team Leaders and Customer Service Executives.

- Oversee daily Customer Service operations, manpower planning, roster scheduling and service coverage.

- Monitor customer enquiries, follow-ups, escalations and pending conversations to ensure timely resolution.

- Establish and monitor Customer Service KPIs, service standards and team performance.

- Handle complex customer complaints, service recovery, refunds and escalated cases.

- Develop and improve Customer Service SOPs, workflows, scripts and escalation processes.

- Manage digital customer engagement and CRM platforms, including workflow automation and AI-assisted customer service.

- Work closely with Operations and Outlets to resolve customer issues and improve appointment and service flow.

- Collaborate with Marketing on campaigns, promotions and customer engagement by providing customer insights, lead feedback and supporting lead follow-up and conversion.

- Coordinate Customer Service support for social media and live-streaming activities while maintaining regular customer service coverage.

- Analyse customer feedback and operational data to identify service gaps and improvement opportunities.

- Prepare regular performance reports and provide recommendations to Management on Customer Service and customer experience improvements.

Added Advantage

- Experience with Respond.io or other omnichannel CRM platforms.

- Experience in chatbot, workflow automation or AI-assisted Customer Service.

- Experience in workforce/roster planning.

- Experience in appointment conversion, sales support or lead management.

- Experience supporting marketing campaigns or social media customer engagement.

- Experience managing Customer Service across multiple outlets, locations or brands.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

ALVA is the largest automotive window films and car detailing service provider with outlets around Malaysia.

ALVA is the largest automotive window films and car detailing service provider with outlets around Malaysia.

Perks and benefits

• Medical Miscellaneous allowance Loans Parking EPF, Socso, Annual Leave, Incentive Trip, Hostel P

What can I earn as a Customer Service Manager