Regional Customer Service Leader - Strategy & Growth

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

Jobstreet Malaysia is seeking an experienced Senior Manager, Customer Service to lead the Customer Service function across Malaysia and regional markets. This role will develop customer service strategies, drive service excellence, manage team performance, and ensure a consistent, positive customer experience across all touchpoints.

The successful candidate will collaborate with stakeholders to enhance customer satisfaction, operational efficiency, and overall business performance.

Qualifications

• Bachelor's degree in a relevant field and 10+ years in Customer Service leadership.
• Experience leading large regional or multi-market CS teams.
• Strong knowledge of customer experience and KPI management.
• Experience in FMCG, retail, e-commerce or consumer products is an advantage.

Responsibilities

• Develop and implement Customer Service strategies aligned with business objectives.
• Lead and manage local and regional Customer Service teams.
• Establish service standards, SOPs, and guidelines to ensure consistent service delivery.
• Build a strong customer-focused and high-performing team culture.
• Drive initiatives to improve customer satisfaction and loyalty.
• Oversee customer enquiries, complaints, feedback, and escalated cases.
• Identify service gaps and implement improvements to enhance the customer journey.
• Ensure consistent service quality across different markets and channels.
• Set and monitor CS KPIs and service standards.
• Prepare regular reports and recommendations for senior management.

Skills

Leadership

Stakeholder management

KPI management

Customer experience

Analytical thinking

Problem-solving

Communication

Team development

Education

Bachelor's degree in Business Administration/Management/Customer Service

Job description

Jobstreet Malaysia is seeking an experienced Senior Manager, Customer Service to lead the Customer Service function across Malaysia and regional markets. This role will develop customer service strategies, drive service excellence, manage team performance, and ensure a consistent, positive customer experience across all touchpoints.

The successful candidate will collaborate with stakeholders to enhance customer satisfaction, operational efficiency, and overall business performance.