Head of Customer Service (MLM)

Carleton ES; Kuala Lumpur; On-site; MYR 180,000 - 340,000; Full time

Job summary

Carleton ES in Malaysia is seeking an experienced Head, Customer Service to lead the customer service function across Malaysia and regional markets. You will set the strategic direction, align service standards with business goals, and drive excellence across all touchpoints.

You will manage overseas and multi-market teams, build a high-performing culture, monitor KPIs, and partner with stakeholders to continually improve customer satisfaction and operational efficiency.

Qualifications

• Bachelor's degree in Business Administration, Customer Service, Management, or related discipline.
• 10+ years of relevant Customer Service experience, with significant leadership experience.
• Experience managing large or regional Customer Service teams.
• Strong experience in customer experience management, service improvement, and KPI management.
• Experience managing overseas or multi-market Customer Service operations will be an advantage.
• Strong analytical, problem-solving, communication, and stakeholder management skills.

Responsibilities

• Develop and implement the overall Customer Service strategy.
• Lead and oversee Customer Service teams across Malaysia and regional markets.
• Establish service standards, policies, and guidelines to ensure consistent customer experiences.
• Build a high-performing, customer-focused culture across the Customer Service function.
• Drive initiatives to improve customer satisfaction, loyalty, and overall customer experience.
• Oversee the handling of complex and escalated customer enquiries, complaints, and feedback.
• Monitor customer interactions and identify recurring issues, service gaps, and improvement opportunities.
• Establish and monitor Customer Service KPIs and service level standards.
• Review and improve customer service processes, workflows, and service standards.
• Partner closely with other internal departments to ensure a seamless customer experience.

Skills

Leadership

Strategic planning

Stakeholder management

KPI management

Customer experience management

Regional / multi-market leadership

Analytical skills

Education

Bachelor's degree

Job description

We are looking for an experienced Head, Customer Service to lead the customer service function across Malaysia and regional markets. The role will be responsible for developing customer service strategies, driving service excellence, and ensuring consistent and high-quality customer experiences across all touchpoints. The successful candidate will provide strategic leadership to local and overseas Customer Service teams, drive continuous improvement, and work closely with cross-functional stakeholders to enhance customer satisfaction, operational efficiency, and overall business performance.

Key responsibilities

Develop and implement the overall Customer Service strategy in line with business objectives.

Lead and oversee Customer Service teams across Malaysia and regional markets.

Establish service standards, policies, and guidelines to ensure consistent customer experiences.

Build a high-performing, customer-focused culture across the Customer Service function.

Drive initiatives to improve customer satisfaction, loyalty, and overall customer experience.

Oversee the handling of complex and escalated customer enquiries, complaints, and feedback.

Monitor customer interactions and identify recurring issues, service gaps, and improvement opportunities.

Establish and monitor Customer Service KPIs and service level standards.

Review and improve customer service processes, workflows, and service standards.

Partner closely with other internal departments to ensure a seamless customer experience.

About you

Bachelor's Degree in Business Administration, Customer Service, Management, or a related discipline.

10+ years of relevant Customer Service experience, with significant experience in a leadership or senior management role.

Proven experience managing large or regional Customer Service teams.

Strong experience in customer experience management, service improvement, and KPI management.

Experience managing overseas or multi-market Customer Service operations will be an advantage.

Strong analytical, problem-solving, communication, and stakeholder management skills.

Strong commercial and customer-centric mindset.

Strong leadership capability with the ability to manage and develop teams across different markets.