Operation Manager (Customer Service Department)

JESS Technology Sdn Bhd; Selangor; On-site; MYR 120,000 - 180,000; Full time

Job summary

JESS Technology Sdn Bhd seeks an experienced Operations Leader to oversee day-to-day operations across the organization, translating strategy into actionable plans. The role focuses on efficiency, quality, and timely delivery across projects, engineering, logistics, maintenance, and admin functions.

The ideal candidate drives performance through KPIs, continuous improvement, and team development while ensuring safety, quality, and regulatory compliance.

Qualifications

• Experience in Customer Service and daily operational management.
• Strong process improvement and problem-solving skills.
• Good leadership and team management skills.
• Ability to monitor KPIs and drive team performance.
• Good communication and cross-functional coordination.

Responsibilities

• Manage the day-to-day operations of the Customer Service Department.
• Monitor team performance and ensure daily tasks are completed accurately and on time.
• Identify process gaps and operational issues and implement improvement actions.
• Improve Customer Service workflows, procedures, and efficiency.
• Coordinate with other departments to resolve operational and customer-related issues.
• Monitor KPIs and prepare performance and process improvement reports for Management.
• Guide and support the Customer Service team to achieve departmental objectives.

Skills

Customer Service Experience

Operational Management

Process Improvement

Leadership

KPIs Monitoring

Cross-functional Coordination

Communication

Education

Diploma in Business Administration

Degree in Customer Service

Degree in Operations Management

Job description

At Jess Technology, we don't just fix machines.
We protect the heartbeat of factories, the dreams of business owners, and the dignity of every technician who relies on our solutions to keep their world moving.

Every time we restore a faulty drives, we're not just solving a technical issue—we're saving someone's night shift, helping a father bring home wages, and keeping a local factory from shutting down. That's our noble purpose.

Role Summary - Operations Leader

We are seeking an experienced Operations Leader to oversee and drive day-to-day business operations across the organization. This role is responsible for translating strategic objectives into executable operational plans, ensuring efficiency, quality, and timely delivery across projects, engineering, logistics, maintenance, and administrative functions.

The ideal candidate is a hands-on leader with strong execution discipline, capable of driving performance through KPIs, continuous improvement, and team development, while ensuring compliance with safety, quality, and regulatory standards.

Key Responsibilities

• Manage the day-to-day operations of the Customer Service Department.
• Monitor team performance and ensure daily tasks are completed accurately and on time.
• Identify process gaps and operational issues and implement improvement actions.
• Improve Customer Service workflows, procedures, and efficiency.
• Coordinate with other departments to resolve operational and customer-related issues.
• Monitor KPIs and prepare performance and process improvement reports for Management.
• Guide and support the Customer Service team to achieve departmental objectives.

Key Requirements

• Diploma or Degree in Business Administration, Customer Service, Operations Management, or other relevant fields
• Experience in Customer Service and daily operational management.
• Strong process improvement and problem-solving skills.
• Good leadership and team management skills.
• Ability to monitor KPIs and drive team performance.
• Good communication and cross-functional coordination skills.
• Able to identify operational gaps and implement practical improvement actions.

JESS Technology Sdn Bhd, 15 years of establishment, is a leading provider of factory maintenance solutions in the Malaysian market. Our mission is to empower businesses of all sizes with cutting-edge services. With a strong focus on customer satisfaction and a dynamic, we are poised for continued growth and success.

JESS Technology, we are No.1 Factory Drives Repair Specialist with ISO 9001:2015 certified company. We have over 100 skilled employees in 8 different branches in KL, NS, Batu Pahat, JB, Penang, Ipoh, Thailand and Singapore.

Factory Drives Repair Specialists:

We are the ONLY authorized repair center for Mitsubishi Electric and Nidec Control Techniques in Malaysia, and possess extensive experience repairing a wide range of industrial automation drives and equipment including AC inverter drives, DC drives, Servo Drives.

We repair equipment brands like MITSUBISHI, FUJI, ABB, YASKAWA, DANFOSS, SCHNEIDER, SIEMENS, PARKER, ALLEN BRADLEY, INDRAMAT, , EMERSON, NIDEC CONTROL TECHNIQUES and many more.

JESS Technology, we are No.1 Factory Drives Repair Specialist with ISO 9001:2015 certified company. We have over 100 skilled employees in 8 different branches in KL, NS, Batu Pahat, JB, Penang, Ipoh, Thailand and Singapore.

Factory Drives Repair Specialists:

We are the ONLY authorized repair center for Mitsubishi Electric and Nidec Control Techniques in Malaysia, and possess extensive experience repairing a wide range of industrial automation drives and equipment including AC inverter drives, DC drives, Servo Drives.

We repair equipment brands like MITSUBISHI, FUJI, ABB, YASKAWA, DANFOSS, SCHNEIDER, SIEMENS, PARKER, ALLEN BRADLEY, INDRAMAT, , EMERSON, NIDEC CONTROL TECHNIQUES and many more.

What can I earn as a Customer Service Manager