J - APAC Customer Service Team Leader

OTT CREATION MARKETING; Subang Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

OTT CREATION MARKETING in Malaysia seeks a Team Lead for the customer service function. You will own service delivery, drive operational discipline, and ensure top-tier customer outcomes while supporting strategic accounts and enabling sustainable growth.

The role emphasizes execution, excellence and business alignment with a focus on performance metrics, backlog control and cross-functional collaboration with Sales, Supply Chain and Finance.

Qualifications

• Bachelor's degree preferred.
• B2B Customer Service: 5 years of experience preferred.

Responsibilities

• Lead the Malaysia customer service team with ownership of service delivery and outcomes.
• Drive SLA performance, productivity, and resolution timelines.
• Manage daily operations and address performance gaps promptly.
• Maintain a disciplined and accountable team culture.
• Handle customer queries, orders and escalations with accuracy.
• Collaborate with Sales to support regional/global accounts and growth.

Education

Bachelor's degree (Preferred)

Job description

Role Purpose

The team lead will lead the Malaysia customer service team with clear ownership of service delivery, operational discipline, and customer outcomes. The role requires a balance of execution, excellence and business alignment, with strong focus on supporting strategic accounts and enabling sustainable growth.

Key Responsibilities

1. Team Leadership & Operational Control

• Lead and develop the team to deliver consistent, high-quality service.
• Drive ownership of SLA performance, productivity, and resolution timelines.
• Maintain strong oversight of daily operations and act swiftly on performance gaps.
• Build a disciplined and accountable team culture.

2. Customer Experience & Execution

• Ensure accurate and timely handling of customer queries, orders, and escalations.
• Maintain tight control over backlog, with clear focus on aged and critical cases.
• Handle escalations with clarity, ensuring confidence across stakeholders.
• Continuously improve service quality and customer experience.

3. Strategic Account Alignment

• Partner with Sales to support key global and regional accounts.
• Ensure focused execution to strengthen customer retention and growth.
• Provide clear operational insights to improve customer engagement.
• Align customer service priorities with business objectives.

4. Performance Management & Insights

• Track and drive key metrics including SLA, backlog, and productivity.
• Conduct structured performance reviews and provide actionable feedback.
• Ensure data accuracy and meaningful reporting.
• Use insights to improve performance and decision-making.

5. Process Discipline & Improvement

• Simplify processes and remove inefficiencies.
• Ensure compliance with policies, controls, and audit requirements.
• Support automation and standardization initiatives.
• Maintain governance across order and customer management processes.

6. Cross-Functional Collaboration

• Work closely with Sales, Supply Chain, and Finance to resolve issues.
• Escalate risks in a timely and structured manner.
• Contribute to regional priorities and transformation initiatives.

Education:

• Bachelor's (Preferred)

Experience:

• B2B Customer Service: 5 years (Preferred)

• Opportunities for promotion