R - Customer Service Team Lead

OTT CREATION MARKETING; Subang Jaya; On-site; MYR 100,000 - 167,000; Full time

Job summary

OTT CREATION MARKETING in Malaysia seeks a hands-on Customer Service Team Lead to steer the local CS team, ensure timely, accurate support, and drive service excellence for regional and global accounts.

You will manage escalations, monitor KPIs, and partner with Sales, Supply Chain, and Finance to optimise customer experience and business outcomes.

Qualifications

• Diploma or Degree in Business, Supply Chain, Customer Service, or a related discipline.
• Minimum 5 years of experience in customer service operations.
• Proven experience leading or supervising a Customer Service team.
• Strong knowledge of order management, SLA management, customer escalations, and service KPIs.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead, coach, and develop the Customer Service team to meet targets.
• Monitor operations, workload, SLA performance, and resolution timelines.
• Drive service excellence, escalate and resolve critical issues.
• Collaborate with Sales to support regional/global customers and retention.
• Monitor KPIs (SLA, backlog, resolution time) and report to management.
• Review processes; drive standardisation and automation for improvement.

Skills

Leadership

Customer service

SLA management

KPIs

Analytical thinking

Stakeholder management

Cross-functional collaboration

Education

Business degree

Supply Chain degree

Customer Service degree

Job description

Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Our client, a leading B2B technology and electronics distributor, is looking for an experienced Customer Service Team Lead to lead its Malaysia Customer Service team.

This role is responsible for ensuring excellent customer service delivery, strong operational performance, and effective support for key regional and global accounts. You will lead the team, drive service excellence, manage escalations, monitor KPIs, and identify opportunities to improve processes and customer experience.

Key Responsibilities

Team Leadership & Operations

• Lead, coach, and develop the Customer Service team to achieve service and productivity targets.
• Monitor daily operations, workload distribution, SLA performance, and resolution timelines.
• Build a strong culture of accountability, ownership, and continuous improvement.
• Identify performance gaps and take timely corrective actions.
• Ensure customer enquiries, orders, and service requests are handled accurately and within agreed SLAs.
• Take ownership of critical customer issues and escalations through to resolution.
• Monitor outstanding and aged cases and drive timely closure.
• Continuously improve service quality and customer satisfaction.

Strategic Account Support

• Work closely with Sales to support key regional and global customers.
• Ensure service delivery is aligned with customer expectations and business priorities.
• Provide operational insights to support customer retention and business growth.
• Maintain strong relationships with internal and external stakeholders.

Performance & Reporting

• Monitor key KPIs including SLA, productivity, backlog, resolution time, and service quality.
• Analyse performance data and identify trends, risks, and improvement opportunities.
• Conduct regular performance reviews and provide actionable coaching to team members.
• Prepare accurate operational reports for management.

Process Improvement

• Review and improve customer service processes to increase efficiency and service quality.
• Drive process standardisation, automation, and continuous improvement initiatives.
• Ensure compliance with company policies, controls, and audit requirements.
• Support regional transformation and operational improvement projects.

Cross-Functional Collaboration

• Collaborate closely with Sales, Supply Chain, Finance, and regional teams to resolve customer and operational issues.
• Ensure timely communication and escalation of critical issues.
• Support cross-functional initiatives that improve customer experience and business performance.

Requirements

• Diploma or Degree in Business, Supply Chain, Customer Service, or a related discipline.
• Minimum 5 years of experience in customer service operations, preferably within a B2B, distribution, electronics, technology, or multinational environment.
• Proven experience leading or supervising a Customer Service team.
• Strong knowledge of order management, SLA management, customer escalations, and service KPIs.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication and stakeholder management skills.
• Strong customer focus with a high level of ownership and accountability.
• Comfortable working with regional and cross-functional teams.
• Proactive, organised, and able to perform effectively in a fast-paced environment.

Ideal Candidate

We are looking for a hands-on and commercially aware team leader who can effectively balance people management, operational excellence, and customer experience.

Requirement

• Lead and motivate a customer service team.
• Experience in technical/operation industry is a plus.
• Manage complex customer issues and escalations confidently.
• Use data and KPIs to drive team performance.
• Work effectively with Sales and other business functions.
• Identify and implement practical process improvements.
• Support key accounts while maintaining high service standards.