Customer Service Operations Lead

Borneo Mobility (Sarawak) Sdn Bhd; Sarawak; On-site; MYR 90,000 - 150,000; Full time

Job summary

Borneo Mobility (Sarawak) Sdn Bhd, a Toyota partner, seeks a Manager, Customer Service Operation in Kuching, Sarawak. Lead daily customer service activities, drive KPI achievement, and build a high-performing team focused on service excellence.

You will shape service culture, implement QA processes, and collaborate cross-functionally to continually enhance the customer experience across the branch.

Qualifications

• Proven experience in customer service management, ideally in automotive or related service industry.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills with stakeholders at all levels.
• Demonstrated ability to analyze data, identify trends and implement data-driven improvements.
• Strong organizational and problem-solving skills with multi-tasking ability.
• Proficiency in customer service management systems and related software.
• Ability to work under pressure while delivering results.
• Minimum degree qualification in the related field.

Responsibilities

• Oversee daily customer service operations and meet targets and KPIs.
• Lead, mentor and develop the customer service team with coaching and support.
• Develop and deliver training programs to build key skills.
• Implement and monitor QA processes to maintain service standards.
• Strive to improve customer satisfaction beyond complaint handling.
• Analyze feedback and data to identify improvements and actions.
• Manage escalations and complaints for swift resolutions.
• Collaborate with other departments to streamline processes.
• Monitor staffing, prepare schedules and plan workforce needs.
• Prepare regular performance and service level reports for leadership.
• Implement cost control while maintaining service quality.
• Ensure equipment and tools at the service center are operational.

Skills

Leadership

People management

Communication

Data analysis

Organizational skills

Problem solving

CRM software

MS Office

Education

Bachelor's degree

Tools

CRM software

MS Office

Job description

Borneo Mobility (Sarawak) Sdn Bhd, a Toyota partner, seeks a Manager, Customer Service Operation in Kuching, Sarawak. Lead daily customer service activities, drive KPI achievement, and build a high-performing team focused on service excellence.

You will shape service culture, implement QA processes, and collaborate cross-functionally to continually enhance the customer experience across the branch.