Head of Customer Service & Governance

Commerce DotAsia Enterprise; Kuala Lumpur; On-site; MYR 80,000 - 110,000; Full time

Job summary

A leading service organization in Kuala Lumpur seeks a Customer Service Manager responsible for developing strategies that support business growth and enhance customer retention. You will lead the customer service team, establish KPIs, and oversee operations to ensure compliance and quality service across all channels. Ideal candidates will have 5-8 years in customer service with a strong governance mindset and excellent leadership skills, ready to optimize workflows and drive improvements.

Qualifications

• 5-8 years of experience in customer service operations.
• 2-3 years in a leadership or managerial role.
• Strong understanding of omnichannel support and customer experience metrics.

Responsibilities

• Develop customer service strategies for growth and retention.
• Lead and mentor the customer service team.
• Establish KPIs and service standards.

Skills

Customer service strategy development

Team leadership

KPI establishment

Continuous improvement

Stakeholder management

Education

Bachelor’s degree in business or related field

Tools

CRM systems

Helpdesk platforms

Job description

Responsibilities

• Develop and execute customer service strategies that support business growth, service scalability, and customer retention.
• Lead, coach, and mentor the Customer Service Team Lead and the wider team to build a high‑performing, customer‑centric culture.
• Forecast and plan manpower and capacity requirements to ensure seamless support across all service platforms.
• Establish clear KPIs, service standards, and performance targets to drive accountability and excellence.
• Ensure a seamless system experience and consistent service quality across all customer touchpoints.
• Drive continuous improvement initiatives to enhance CSAT, response time, and first‑contact resolution.
• Oversee daily operations and ensure full adherence to SLAs, internal processes, and compliance guidelines.
• Optimize workflows, SOPs, and knowledge base content to improve efficiency, accuracy, and team productivity.
• Partner closely with cross‑functional teams (KAM, Warehouse, Operations) to resolve customer issues and prevent future recurrences.
• Manage escalations and handle high‑priority customer concerns with professionalism and urgency.
• Work closely with internal stakeholders to ensure audit readiness, transparency, and alignment with client requirements and governance standards.
• Develop, implement, and continuously strengthen governance frameworks, policies, and internal controls.
• Create and maintain corporate policies, SOPs, guidelines, and governance charters to support operational integrity.
• Conduct regular reviews and updates of all policies to ensure they remain relevant, compliant, and aligned with business needs.
• Ensure all documentation is accessible, current, and effectively communicated to relevant stakeholders.

Qualifications

• Bachelor’s degree in business, Operations, Customer Experience, or a related field.
• 5–8 years of experience in customer service operations, with at least 2–3 years in a leadership or managerial role, and 2–3 years of experience in an E‑Commerce platform.
• Strong understanding of omnichannel support, SLA management, and customer experience metrics (CSAT, FRT, AHT, NPS).
• Proven ability to lead, coach, and develop high-performing teams.
• Experience in process improvement, workflow optimization, and SOP development.
• Strong analytical skills with the ability to interpret data, identify trends, and drive data‑led decision‑making.
• Excellent communication, problem‑solving, and stakeholder management skills.
• Familiarity with CRM systems, helpdesk platforms, dashboards, and automation tools.
• Ability to work in a fast-paced environment, manage high-volume operations, and handle escalations professionally.
• Strong governance mindset with experience in policy development, compliance, and internal controls.
• Experience conducting client audits, preparing required documentation, and ensuring all processes meet audit and compliance standards.