Customer Support Operations 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

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.