Manager, Customer Service Operation

Borneo Mobility (Sarawak) Sdn Bhd; Sarawak; On-site; MYR 90,000 - 150,000; Full time

Job summary

Borneo Mobility (Sarawak) Sdn Bhd, a Toyota partner, seeks a Manager, Customer Service Operation in Kuching, Sarawak. Lead daily customer service activities, drive KPI achievement, and build a high-performing team focused on service excellence.

You will shape service culture, implement QA processes, and collaborate cross-functionally to continually enhance the customer experience across the branch.

Qualifications

• Proven experience in customer service management, ideally in automotive or related service industry.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills with stakeholders at all levels.
• Demonstrated ability to analyze data, identify trends and implement data-driven improvements.
• Strong organizational and problem-solving skills with multi-tasking ability.
• Proficiency in customer service management systems and related software.
• Ability to work under pressure while delivering results.
• Minimum degree qualification in the related field.

Responsibilities

• Oversee daily customer service operations and meet targets and KPIs.
• Lead, mentor and develop the customer service team with coaching and support.
• Develop and deliver training programs to build key skills.
• Implement and monitor QA processes to maintain service standards.
• Strive to improve customer satisfaction beyond complaint handling.
• Analyze feedback and data to identify improvements and actions.
• Manage escalations and complaints for swift resolutions.
• Collaborate with other departments to streamline processes.
• Monitor staffing, prepare schedules and plan workforce needs.
• Prepare regular performance and service level reports for leadership.
• Implement cost control while maintaining service quality.
• Ensure equipment and tools at the service center are operational.

Skills

Leadership

People management

Communication

Data analysis

Organizational skills

Problem solving

CRM software

MS Office

Education

Bachelor's degree

Tools

CRM software

MS Office

Job description

About us Borneo Mobility (Sarawak) Sdn Bhd (Toyota) is a dynamic and customer-focused organization committed to driving the exceptional service to our customers whilst maintaining the highest standards of operational excellence. Our team is dedicated to innovation, efficiency, and creating meaningful customer experiences that stands us out in the competitive marketplace.

About the role We are seeking an experienced Manager, Customer Service Operation to join our team in the Kuching Division, Sarawak. This position offers a unique opportunity to lead and develop our customer service operations, implement the best practice, and drive operational efficiency whilst maintaining a customer-centric approach in ensuring outstanding service quality to all our customers. You will play a vital role in shaping our service culture and contributing to the overall success of Borneo Mobility.

Key responsibilities

• Oversee and manage the daily operations of the customer service department, ensuring targets and key performance indicators are consistently met.
• Lead, mentor and develop the customer service team, providing coaching and support to maximize individual and team performance.
• Develop and execute training programs to ensure all team members possess the necessary skills and knowledge.
• Implement and monitor quality assurance processes to maintain high standards of customer service delivery
• Strive for improving customer satisfaction, not merely handling complaints.
• Analyze customer feedback and operational data to identify areas for improvement and implement corrective actions.
• Manage customer escalations and complaints, ensuring the swift resolution and customer satisfaction.
• Collaborate with other departments to streamline processes and enhance the overall customer experience
• Monitor staffing levels, prepare schedules and manage workforce planning to meet operational demands
• Prepare regular reports on departmental performance, team metrics and service levels for senior management.
• Implement cost control measures whilst maintaining service quality standards.
• Ensuring all equipment and tools are operational and well-maintained at the service center.

What we're looking for

• Proven experience in a customer service management, ideally at automotive or related service industry.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers, staff and senior stakeholders
• Demonstrated ability to analyze data, identify trends and implement data-driven solutions to improve operations
• Strong organizational and problem-solving skills, with the capacity to prioritise multiple tasks efficiently.
• Proficiency in customer service management systems and relevant software application.
• Ability to work under pressure whilst maintaining composure and delivering results.
• Minimum Degree qualification in the related field.