Senior Customer Service Lead – Malaysia (APAC Focus)

Tria Technologies GmbH; Subang Jaya; Hybrid; MYR 60,000 - 90,000; Full time

Job summary

Tria Technologies GmbH in Malaysia is seeking a Senior Customer Service Representative to lead the Malaysia customer service team and drive service delivery with a strong focus on SLA performance and backlog management.

You will partner with Sales for strategic accounts, manage escalations, and deliver actionable operational insights to improve customer experience. The role requires coordination with Supply Chain and Finance to align priorities and drive growth.

Qualifications

• Proven ability to lead a customer service team
• Experience achieving SLA targets and managing queues/backlog
• Strong focus on customer outcomes and service quality
• Ability to collaborate with Sales, Supply Chain and Finance

Responsibilities

• Lead Malaysia customer service team with clear ownership of service delivery
• Manage SLA performance, backlog, and resolution timelines
• Partner with Sales for strategic accounts and customer retention
• Provide operational insights through metrics and reporting
• Support process improvements, governance, and automation initiatives
• Collaborate cross-functionally to resolve issues and drive priorities

Skills

Team Leadership

SLA Management

Backlog Control

Customer Experience

Cross-functional Collaboration

Escalation Handling

Job description

Tria Technologies GmbH in Malaysia is seeking a Senior Customer Service Representative to lead the Malaysia customer service team and drive service delivery with a strong focus on SLA performance and backlog management.

You will partner with Sales for strategic accounts, manage escalations, and deliver actionable operational insights to improve customer experience. The role requires coordination with Supply Chain and Finance to align priorities and drive growth.