Mandarin Customer Service & Operations Manager- RM15K

Tribe Digital; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A digital solutions company in Kuala Lumpur seeks a Mandarin Customer Service & Operations Manager to lead a team of 40-50 members, ensuring high service quality and operational efficiency. The role requires 5+ years of management experience, strong data analysis skills, and the ability to communicate effectively across cultures. Candidates should be familiar with electronics manufacturing and ideally have experience in customer-facing service delivery. This position takes responsibility for optimizing processes and enhancing customer satisfaction.

Qualifications

• 5+ years of management experience leading large teams.
• Strong understanding of electronics manufacturing operations.
• Excellent cross-cultural communication and stakeholder management skills.

Responsibilities

• Oversee daily customer service and operations management.
• Build a high‑performing frontline organization.
• Drive initiatives to improve customer satisfaction.

Skills

People Leadership

Customer Experience Improvement

Data Analysis

Cross-Cultural Communication

Operational Strategy Execution

Education

Bachelor's degree or above

Job description

Mandarin Customer Service & Operations Manager - RM15K

This role leads the Malaysia subsidiary’s Customer Service & Operations function, managing a team of 40–50 members to deliver strong service quality, operational efficiency, and compliant execution. The Manager works closely with the local site leader and HQ to build scalable processes, manage escalations, and drive continuous improvement through data.

Key Responsibilities

1. CS & Ops Management (Malaysia). Oversee daily customer service and operations management for the Malaysia entity; execute localized operational strategy aligned with HQ direction.
2. People Leadership & Performance (40–50 team members). Build a high‑performing frontline organization with clear goals, coaching cadence, KPI tracking, and cross‑team collaboration mechanisms to improve productivity and service quality.
3. Customer Experience & Service Efficiency Improvement. Deeply understand customer needs and market signals; drive initiatives to improve response time, resolution time, on‑time delivery coordination, and overall customer satisfaction.
4. Process, SOP & Compliance System Building. Establish and continuously optimize operational processes and management systems (CS workflow, escalation handling, service standards, compliance guidelines, internal controls). Act as the key point of contact for major customer issues and urgent incidents; coordinate resources across Malaysia team, HQ, and local partners to resolve effectively.
5. Data‑driven Operations & Reporting. Monitor and analyze business/operational data; regularly report performance and risks to HQ; identify root causes and drive corrective actions with measurable outcomes.

Qualifications & Skills

• Education: Bachelor’s degree or above.
• Experience
  • 5+ years of management experience; proven ability to lead large teams (experience leading 30+; ideally 40–50).
  • Strong understanding of electronics manufacturing / related operational models; exposure to PCB/SMT operations or customer‑facing service delivery is preferred.
  • Strong data analysis capability; able to identify issues from KPIs and push improvements end‑to‑end (P&L experience is a plus).
  • Excellent cross‑cultural communication and stakeholder management skills; able to work effectively with HQ and local partners.
  • Results‑oriented, structured, and able to perform in a fast‑paced environment.
• Languages
  • English as a working language (good spoken English required).
  • Chinese is a plus.
• Preferred Qualifications
  • Experience managing overseas operations for a China‑based company.
  • Familiar with PCB/SMT industry and JLC‑style service model.
  • Experience building a customer success system and/or leading workflow/process optimization.