Customer Service Team Lead – Elevate Experience & KPIs

Filken Sdn Bhd; Johor Bahru; On-site; MYR 67,000 - 100,000; Full time

Job summary

Filken Sdn Bhd is seeking a hands-on, customer-focused Assistant Manager, Customer Service to oversee daily operations and drive team performance. You will lead the CS team, resolve escalated issues, and collaborate with the management team to elevate the overall customer experience.

In this role you will report to the Customer Service Manager, monitor service delivery, coach staff, and contribute to process improvements that maximize KPI attainment and customer satisfaction in a fast-paced

Qualifications

• 3–5 years in Customer Service with 1–2 years in supervision.
• Experience in handling inquiries, complaints and escalated cases.
• Ability to lead, coach and motivate a CS team.
• Strong communication, interpersonal and problem-solving skills.
• Capable under pressure with sound decision-making.
• Understanding of CS operations, KPIs and performance management.
• Strong organizational skills and ability to manage multiple priorities.
• Proficient in MS Office and familiar with CRM systems.
• Experience in fast-paced, sales-driven or service-oriented environments.
• Mandarin skills are an advantage.

Responsibilities

• Lead and manage the Customer Service team to meet KPIs and service standards.
• Monitor daily operations and ensure timely, professional handling of inquiries and complaints.
• Handle escalated issues and collaborate with other departments for effective solutions.
• Coach and develop team performance and conduct coaching sessions.
• Collaborate with other departments to improve service efficiency and customer experience.
• Review and improve customer service SOPs, processes and workflows.
• Prepare and analyze reports, performance data, and customer feedback for management.
• Support manpower planning, scheduling, and improvement initiatives.

Skills

People leadership

Communication

Problem-solving

Coaching

Organization

Tools

CRM systems

Microsoft Office

Job description

Filken Sdn Bhd is seeking a hands-on, customer-focused Assistant Manager, Customer Service to oversee daily operations and drive team performance. You will lead the CS team, resolve escalated issues, and collaborate with the management team to elevate the overall customer experience.

In this role you will report to the Customer Service Manager, monitor service delivery, coach staff, and contribute to process improvements that maximize KPI attainment and customer satisfaction in a fast-paced