Customer Service Support Manager

Airfoil Services Sdn Bhd; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

Airfoil Services Sdn Bhd is seeking a Section Manager – Customer Support to lead the customer support team and deliver exceptional service to clients in Malaysia. The role emphasizes managing support functions, planning, and ensuring accurate contract management with strong compliance.

The ideal candidate has a degree, 8+ years of experience, and excels in English and Bahasa Malaysia, with a focus on leadership, communication, and problem solving.

Qualifications

• Minimum Degree in any discipline.
• Minimum 8 years of working experience.
• Clear, concise communication and attentive listening, with ability to instruct employees.
• Excellent English and Bahasa Malaysia both spoken and written; strong organizational skills.
• Good interpersonal and time management abilities.
• Strong analytical and problem-solving skills to collaborate with staff and partners.
• Able to work independently with high confidentiality.

Responsibilities

• Lead and mentor the customer support team to achieve service excellence.
• Oversee training, workload allocation, and performance evaluations within the team.
• Manage departmental output, quality, productivity and HR-related issues.
• Monitor performance against KPIs and provide feedback to team members.
• Coordinate with internal teams to ensure smooth onboarding and service delivery.
• Provide feedback to engineering and operations based on customer insights.
• Conduct regular team meetings to maintain two-way communication.
• Maintain professionalism and integrity in dealings with customers, including handling special requests.
• Address escalated customer complaints and resolve within KPI targets.
• Assist management with creation of management reports.
• Communicate customer requirements and feedback to the company in meetings or discussions.
• Oversee Turn Around Time (TAT) and On-Time Delivery (OTD) across services.
• Identify opportunities to improve processing and efficiency.
• Develop customer service procedures, policies, and performance metrics.

Skills

Verbal communication

Written communication

Leadership

Time management

Interpersonal skills

Analytical thinking

Problem solving

Confidentiality

Education

Minimum Degree in any discipline

Job description

The Section Manager – Customer Support is responsible to lead the customer support team to deliver exceptional service and ensure customer satisfaction. This role includes for managing the company’s customer support functions, overseeing overall customer support management, planning, systems and controls, resolving issues efficiently, and overseeing customer contract management processes to maintain compliance and accuracy.

Required Qualifications

• Minimum Degree in any discipline
• Minimum 8 years of working experience
• Ability to communicate in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide instructions to all employees
• Excellent communication both verbal and written in English and Bahasa Malaysia, organizational, motivating, customer orientation, dynamic, self motivation, good planning and management skills.
• Possess good interpersonal and time management skill
• Strong analytical and problem solving skills and the ability to successfully interact with staff and internal partners to problem solve to achieve company goals
• Able to work independently and with a high degree of confidentiality

Key Responsibilities

• Lead and mentor the customer support team to achieve service excellence.
• Supervise, coach, lead and manage the customer support team under his/ her section. This typically includes training to ensure that personnel are updated with latest methods, procedures and requirements; work allocation and problem resolution, as well as participating in decisions for hiring and performance evaluation
• Managed departmental work distribution, quality, productivity and actively manage the team’s human resource related issues
• Communicate performance against objective with the individual team members and constantly monitor performance in terms of the agreed key performance indicators
• Work closely with internal teams to ensure smooth onboarding and delivery services for customers.
• Provide feedback to engineering and operations teams based on customer insights.
• Conduct regular team meetings to ensure two ways communication is maintained between team members and the management
• Maintain an excellent rapport and high standard of integrity, tactful and professionalism with the customers including attending to the customers’ special request
• Attend to the resolution of escalated customer complaints received and resolve the issues within the agreed KPI or urgency
• Support the management team in the creation of management reports
• Constantly communicate and update the company via discussion and/or meeting in relations to customers’ requirements, feedback and etc
• Work closely with internal teams to ensure smooth onboarding and service delivery for customers.
• Oversees overall Turn Around Time (TAT) and On Time Delivery (OTD)
• Identify opportunities to improve processing, monitoring and controlling efficiency
• Developing customer service procedures, policies, standards and performance matrix