Customer Service Operation Manager

Tribe Business Services Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading services firm in Kuala Lumpur seeks a Customer Service & Operations Manager to oversee daily operations and manage a team of 40-50. This role requires strong leadership, data analysis skills, and the ability to improve service quality. Candidates should have over 5 years of management experience, ideally in electronics manufacturing. Fluency in English is required, and Chinese is a plus. A bachelor's degree is essential. Competitive salary and dynamic work environment are offered.

Qualifications

• 5+ years of management experience with a proven ability to lead large teams.
• Strong understanding of electronics manufacturing and operational models.
• Excellent cross-cultural communication and stakeholder management skills.

Responsibilities

• Oversee daily customer service and operations management.
• Build a high-performing organization with clear goals and KPI tracking.
• Drive initiatives to improve customer satisfaction and operational efficiency.

Skills

Leadership

Data analysis

Cross-cultural communication

Process optimization

Education

Bachelor's degree

Job description

Malaysia Customer Service & Operations Manager

Salary Range: Negotiable

About the role

This role leads the Malaysia subsidiary’s Customer Service + Operations function, managing a team of 40–50 members to deliver strong service quality, operational efficiency, and compliant execution. You will work closely with the local site leader and HQ to build scalable processes, manage escalations, and drive continuous improvement through data.

Key Responsibilities

• CS & Ops Management (Malaysia) – Oversee daily customer service and operations management for the Malaysia entity; execute localized operational strategy aligned with HQ direction.
• People Leadership & Performance (40–50 team members) – Build a high‑performing frontline organization with clear goals, coaching cadence, KPI tracking, and cross‑team collaboration mechanisms to improve productivity and service quality.
• Customer Experience & Service Efficiency Improvement – Deeply understand customer needs and market signals; drive initiatives to improve response time, resolution time, on‑time delivery coordination, and overall customer satisfaction.
• Process, SOP & Compliance System Building – Establish and continuously optimize operational processes and management systems (CS workflow, escalation handling, service standards, compliance guidelines, internal controls). Act as the key point of contact for major customer issues and urgent incidents; coordinate resources across Malaysia team, HQ, and local partners to resolve effectively.
• Data‑driven Operations & Reporting – Monitor and analyze business/operational data; regularly report performance and risks to HQ; identify root causes and drive corrective actions with measurable outcomes.

Qualifications & Skills

• Education: Bachelor’s degree or above.
• Experience:
  • 5+ years of management experience; proven ability to lead large teams (experience leading 30+; ideally 40–50).
  • Strong understanding of electronics manufacturing / related operational models; exposure to PCB/SMT operations or customer‑facing service delivery is preferred.
  • Strong data analysis capability; able to identify issues from KPIs and push improvements end‑to‑end (P&L experience is a plus).
  • Excellent cross‑cultural communication and stakeholder management skills; able to work effectively with HQ and local partners.
  • Results‑oriented, structured, and able to perform in a fast‑paced environment.
• Languages:
  • English as a working language (good spoken English required).
  • Chinese is a plus.

Preferred Qualifications

• Experience managing overseas operations for a China‑based company.
• Familiar with PCB/SMT industry and JLC‑style service model.
• Experience building a customer success system and/or leading workflow/process optimization.