Customer Services Manager

SalesWorks Group; Kampung Malaysia Tambahan; On-site; MYR 180,000 - 300,000; Full time

Job summary

SalesWorks Group in Malaysia is seeking a seasoned Head of Customer Service to lead the team, ensure compliance with local regulations, and partner with EMT and GMs on strategic goals. You will train, coach, and monitor performance while driving customer satisfaction and service quality.

The role requires a strong track record in telemarketing operations, end-to-end process improvement, and the ability to manage vendor relationships and reporting. Excellent English communication is essential.

Qualifications

• Bachelor's degree in Business, Marketing or related field.
• Minimum 10 years of relevant experience, with at least 5 years in managerial telemarketing roles.
• Strong understanding of end-to-end operations including contact centres and service delivery.
• Excellent written and verbal communication in English.
• Independent, proactive, high integrity with leadership qualities.

Responsibilities

• Lead daily operations of the Customer Service team; plan schedules and monitor efficiency while ensuring regulatory compliance.
• Resolve escalated complaints, conduct investigations, and provide root-cause analyses.
• Collaborate with EMT and GMs on strategic goals and long-term planning.
• Set and monitor performance targets for sales and service quality; review call scripts and processes for improvement.

Skills

Team leadership

Performance management

Stakeholder management

Customer service excellence

English communication

Education

Bachelor's degree in Business, Marketing or related field

Job description

• Responsible to lead the Customer Service team for the smooth and efficient management of all services. This includes compliance to local and regulatory requirements, plan and implement schedules to monitor team’s efficiency. Train and coach team members, conduct briefing sessions for the sales team when required
• Resolving escalated complaints, perform investigation, recovery and root cause analysis. Prepare team performance reports and monthly call status reports for clients. Continuously review work processes, identify and resolve process gaps for the team. This includes compliance to local and regulatory requirements.
• Working closely with the EMT and GMs as part of the local management team, other departments, planning and implementing any specific goals which are to be accomplished within a certain period. These include long term strategic plans, people management, client relationships and customer satisfaction.

Key Responsibilities

Team Management

• Monitor daily workload and activities of staff scheduling, coaching, and training to develop an effective team with a strong customer focus.
• Setting and meeting performance targets for sales and service quality
• Develop training plan, identify training needs and ensure staff are trained to a desired competency level
• Ongoing review of call scripts to enhance professionalism whilst achieving better productivity and service quality
• Review telephone, email transactions and provide timely feedback for development purposes.
• Troubleshoot report and track issues with external and internal systems.
• Act as a point of escalation for customer issues and complaints.
• Supervise documentation check on all sales submitted by the Marketing Offices
• Ensure that reporting staff are consistently provided with on-the-job training. Consistently monitor and chart the career progression of reporting staff and provide opportunities to learn, experience and develop

Reporting and Compliance

• Ensure reporting is accurate and prompt
• Manage and implement incentive schemes to enhance staff performance; increase revenue generation and elevate service standards
• Meet clients to provide insight into the contact centre performance for the respective clients and understand clients’ requirements
• In charge of updating materials + training manuals related to Customer Service or Quality Control for all divisions.
• To assume any duties and responsibilities as assigned by the management.

Stakeholder Management

• Act as primary management contact when Regional Operations is unavailable for team members and customers.
• Ensure that the Management is updated regularly and accurately on the status of all established action plans, introduction or new procedures and activities relating to contact centre.
• Responsible to issue ‘Action Response’ for CS issues for all campaigns.
• To conduct fraud investigation and report findings.
• Serve as the primary relationship owner for BPO/outsourcing partners and third-party service vendors.
• Establish and chair monthly and quarterly business reviews with vendors, reviewing performance against contractual SLAs and scorecards.
• Define, track, and enforce SLAs, KPIs, and quality scorecards; manage penalty/credit mechanisms and remediation plans.
• Manage contract lifecycle: renewals, scope changes, rate negotiations, and change requests.
• Govern vendor compliance: data security, privacy, business continuity, and regulatory requirements.
• Drive vendor accountability for staffing, training, forecasting accuracy, and quality calibration.
• Conduct regular vendor audits, site visits (virtual or on-site), and calibration sessions.

Key Requirements

• Bachelor's degree in Business, Marketing or an approved related field;
• Minimum 10 years of relevant working experience, with at least 5 years managerial experience in telemarketing; proven track record in leading and motivating telemarketing teams
• A strong understanding of end to end operations will be required including contact centres, telemarketing, contact centre tools and service delivery, in addition to strategic operational leadership.
• Excellent written and verbal communication skills in English.
• Excellent leadership qualities with the ability to build high performing team, build great working relationships and proven conflict resolution capabilities.
• Independent, tactful, initiative and high level of integrity
• Calm composure, proactive, organized and resourceful