On-Site Regional Customer Service Leader (5 Markets)

Sunrise & Co; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A dynamic customer service provider in Kuala Lumpur is seeking an experienced Customer Service Manager to lead operations across multiple countries. This full-time, on-site role requires strong leadership skills, expertise in Zendesk, and a customer-first mindset. The ideal candidate has over 8 years of experience in customer service and at least 4 years in team management. Responsibilities include team leadership, shift planning, and escalation management across various markets.

Qualifications

• 8+ years of customer service experience in e-commerce, retail, or digital platforms.
• Minimum 4 years in people management, leading a team of more than 4 agents.
• Strong expertise in Zendesk configuration (automations, triggers, macros, routing).
• Proven experience in shift planning and workforce allocation.
• Multi-lingual proficiency in English, Bahasa Malaysia, and Mandarin.

Responsibilities

• Lead, coach, and develop a Customer Service team of more than 4 agents.
• Own and optimise the Zendesk environment for all markets.
• Create weekly and monthly shift schedules ensuring full coverage.
• Serve as the primary escalation point for complex issues.
• Identify service gaps and propose solutions to enhance customer satisfaction.

Skills

Customer service experience

People management

Zendesk configuration

Shift planning

Multi-lingual proficiency

Problem-solving

Tools

Zendesk

Excel

Google Sheets

Job description

A dynamic customer service provider in Kuala Lumpur is seeking an experienced Customer Service Manager to lead operations across multiple countries. This full-time, on-site role requires strong leadership skills, expertise in Zendesk, and a customer-first mindset. The ideal candidate has over 8 years of experience in customer service and at least 4 years in team management. Responsibilities include team leadership, shift planning, and escalation management across various markets.