Senior Customer Service & Escalations Lead

Incora Malaysia Sdn. Bhd.; Johor Bahru; On-site; MYR 67,000 - 100,000; Full time

Job summary

Incora Malaysia Sdn. Bhd. in Malaysia is seeking a Senior Customer Service Representative to manage complex customer accounts, drive satisfaction, resolve escalations, and support continuous improvement initiatives within a growing aerospace-focused team.

Reporting to the Customer Service Supervisor, you will coordinate with cross-functional teams to meet delivery commitments, analyze performance trends, mentor junior staff, and help uphold Incora's standards of service excellence.

Qualifications

• Bachelor’s Degree or relevant experience.
• Demonstrated expertise in account management, escalation handling, and customer relationship management.
• Strong analytical, communication, organization, and problem-solving skills.
• Strong verbal and written communication in English.

Responsibilities

• Manage order complexity, high-value orders, critical shortages, and service escalations.
• Maintain strong relationships with strategic customers through proactive communication and issue resolution.
• Coordinate cross-functional activities to ensure customer requirements, delivery commitments, and quality expectations are met.
• Support strategic customer agreements and special service arrangements.
• Perform root cause analysis on recurring service issues and lead corrective actions.
• Analyze customer, order, and delivery performance trends; identify risks and recommend improvements.
• Lead and participate in continuous improvement initiatives to enhance customer experience and operational efficiency.
• Mentor, coach, and provide day-to-day guidance to junior team members and new hires.
• Support management with escalation handling, priority setting, and decision making for critical customer situations.
• Maintain accurate records and utilize systems, customer portals, and reporting tools effectively.

Skills

Account management

Escalation handling

Customer relationship management

Education

Bachelor’s degree

Tools

Excel

Outlook

Word

PowerPoint

Job description

Incora Malaysia Sdn. Bhd. in Malaysia is seeking a Senior Customer Service Representative to manage complex customer accounts, drive satisfaction, resolve escalations, and support continuous improvement initiatives within a growing aerospace-focused team.

Reporting to the Customer Service Supervisor, you will coordinate with cross-functional teams to meet delivery commitments, analyze performance trends, mentor junior staff, and help uphold Incora's standards of service excellence.