Korean-Speaking Customer Service Manager

Tech Mahindra; Kuala Lumpur; On-site; MYR 100,000 - 180,000; Full time

Job summary

Tech Mahindra in Kuala Lumpur is seeking a Customer Service Manager to own end-to-end service delivery, SLAs, and customer relationships for both local and international clients. You will drive service reviews, SIP initiatives, and reporting, while coordinating cross-functional teams and managing escalations.

Ideal candidates have at least 5 years in customer-facing roles in telecom/IT, strong English and Korean language skills, and ITIL familiarity.

Qualifications

• Bachelor’s degree in Business, IT, or related field or equivalent.
• ITIL certification preferred.
• Minimum 5 years of customer-facing experience in telecom or IT.
• Experience managing virtual teams and technical environments.

Responsibilities

• Own end-to-end QoS and customer satisfaction across all services.
• Ensure SLAs are consistently met and reviewed.
• Act as primary contact for Malaysia and international customers (excluding incidents).
• Identify customer needs and support up-selling of services.
• Plan, prepare and manage monthly/annual service reviews with customers.
• Drive SIP with customer feedback, complaints, RCA and chronic incident analysis.
• Present SIP updates and monthly reports on SLA, incidents and SIP progress.
• Coordinate reporting tools and ensure insights and trends are available.
• Review RCA reports and create customer-facing RCA with tracked actions in SIP.
• Manage escalations and non-commercial queries (billing handled by Account Manager).
• Notify customers of scheduled maintenance.
• Communicate changes and lead CAB meetings where applicable.
• Maintain accurate customer data across systems; update documentation.
• Ensure continuity plans and data protection measures.

Skills

English

Korean

Communication

Negotiation

Presentation

Organizational skills

Problem solving

Education

Bachelor’s degree in Business/IT

ITIL certification preferred

Job description

Tech Mahindra in Kuala Lumpur is seeking a Customer Service Manager to own end-to-end service delivery, SLAs, and customer relationships for both local and international clients. You will drive service reviews, SIP initiatives, and reporting, while coordinating cross-functional teams and managing escalations.

Ideal candidates have at least 5 years in customer-facing roles in telecom/IT, strong English and Korean language skills, and ITIL familiarity.