Customer Service Operations Manager

BD Agriculture (Malaysia) Sdn Bhd; Klang City; On-site; MYR 120,000 - 180,000; Full time

Job summary

Big Dutchman seeks a Service Operations Manager to lead the customer service operations across Asia, align with resource planning, and manage budgets for efficiency and excellent service delivery.

The role requires 5+ years in customer service or operations management with leadership experience, and strong skills in leadership, communication, and project management. Collaboration with sales, marketing, and product teams is essential.

Qualifications

• Bachelor’s degree in business, project management, or related field (preferred).
• 5+ years in customer service or operations management, with at least 2 years in a leadership role.
• Experience in customer success models and customer excellence.
• Strong leadership, organizational, and problem-solving skills.
• Knowledge of electrical systems, installation, and maintenance processes.
• Ability to manage multiple projects and work under pressure.
• Proficiency in project management tools.
• Strong communication and interpersonal skills.

Responsibilities

• Manage and lead the customer service operation team, manage customer feedback, complaints, and issues.
• Provide coaching, training, and development to team members to enhance performance.
• Manage the budget for the customer service department within Asia region.
• Align customer service with resource planning to meet cost efficiency standards.
• Develop and implement streamlined processes to enhance operational efficiency.
• Identify bottlenecks and improve service delivery time and customer satisfaction.
• Standardise best practices for inquiries, complaints, and service requests.
• Coordinate with sales, marketing, and product management to ensure cohesive service delivery.
• Serve as escalation point for complex or high-priority issues.
• Oversee installation, maintenance, and troubleshooting of technical systems to improve efficiency.
• Prepare and present project status reports to management.
• Ensure proper documentation of project activities, including resource allocation.

Skills

Leadership

Organizational skills

Problem-solving

Communication skills

Interpersonal skills

Project management

Customer service experience

Customer success knowledge

Education

Bachelor’s Degree in business or project management

Tools

Project management tools

Job description

Manage and lead the customer service operation team, manage customer feedback, complaints, and issues together with managing peers

Provide coaching, training, and development to team members to enhance their performance and customer service skills

Manage the budget for the customer service department, ensuring resources are allocated efficiently.

Ensure customer service in the region Asia are aligned with the resource planning that all cost efficiency standards are met, well manage budgets and customer experience goals.

Project Planning & Execution:

Develop and implement streamlined processes and workflows to enhance operational efficiency.

Identify and address operational bottlenecks, improving service delivery time and customer satisfaction.

Standardise best practices for handling inquiries, complaints, and service requests.

Support department handling project schedules, allocate resources, and monitor progress.

Ensure compliance with safety standards, regulations, and company policies.

Ensure smooth collaboration between teams and resolve any operational issues.

Work closely with other departments such as sales, marketing, and product management to ensure cohesive service delivery.

Serve as the point of escalation for complex or high-priority customer issues.

Technical Oversight

Oversee the installation, maintenance, and troubleshooting of technical and electrical systems with an eye to constantly improve operational efficiency.

Identify and resolve issues proactively to minimize project delays.

Coordination & Reporting:

Communicate with customers, vendors, and internal teams to ensure project requirements are met.

Prepare and present project status reports to management.

Ensure proper documentation of project activities, including work progress and resource allocation.

Requirements:

Bachelor’s Degree in business, project management, or a related field (preferred).

5+ years in customer service or operations management, with at least 2 years in a leadership role.

Experience in customer success models and customer excellence

Strong leadership, organizational, and problem-solving skills.

Knowledge of electrical systems, installation, and maintenance processes.

Ability to manage multiple projects and work under pressure.

Proficiency in project management tools.

Strong communication and interpersonal skills.

Your application will include the following questions:

• How many years' experience do you have with project planning and scheduling?
• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Service Operations Manager?
• Do you have customer service experience?

Big Dutchman with its headquarters in Germany is the recognized global market leader in innovative technology and equipment for modern poultry management since 1938.

Across five continents and in more than 100 countries, Big Dutchman has built upon the success in housing and feeding systems for poultry production, extended the product range to include “easy-to-operate” to computer-based management systems, climate solutions and exhaust air treatment systems.

Big Dutchman with its headquarters in Germany is the recognized global market leader in innovative technology and equipment for modern poultry management since 1938.

Across five continents and in more than 100 countries, Big Dutchman has built upon the success in housing and feeding systems for poultry production, extended the product range to include “easy-to-operate” to computer-based management systems, climate solutions and exhaust air treatment systems.