SEA Customer Service Operations Lead (BPO & KPIs)

Xiaomi Technology; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Xiaomi Technology in Malaysia is seeking an experienced Customer Service Operations Manager to oversee end-to-end customer service operations across Southeast Asia. The role focuses on KPI delivery, BPO management, complaint risk control, and continuous process optimization to ensure service excellence in the fast-growing home appliance business.

You will lead a 50+ member outsourced team, align with cross-functional partners, and implement standardized SOPs to reduce complaints while improving

Qualifications

• Bachelor’s degree or above.
• At least 3 years in customer service operations management, incl. KPI management, process optimization and BPO outsourcing.
• Experience in home appliance customer service is preferred.
• Strong English language skills to manage overseas teams.
• Skilled in data review and system building.

Responsibilities

• Lead KPI delivery and monitor operations to meet targets.
• Manage outsourced customer service teams of 50+ members.
• Handle escalated complaints and risk controls; implement corrective actions.
• Continuously optimize processes and scripts for better UX.
• Coordinate with cross-functional teams to share insights.

Skills

KPI management

Process optimization

BPO outsourcing

Home appliance CS

English proficiency

Education

Bachelor’s degree

Job description

Xiaomi Technology in Malaysia is seeking an experienced Customer Service Operations Manager to oversee end-to-end customer service operations across Southeast Asia. The role focuses on KPI delivery, BPO management, complaint risk control, and continuous process optimization to ensure service excellence in the fast-growing home appliance business.

You will lead a 50+ member outsourced team, align with cross-functional partners, and implement standardized SOPs to reduce complaints while improving