Senior Customer Service Leader | Multi-Channel Ops

Tri e Marketing Sdn Bhd; Puchong; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Replacement leave

Medical benefits

Employee purchase program

Free snacks & refreshments

Training sponsorship

Good transport access

Job summary

Tri e Marketing Sdn Bhd is seeking a senior leader to head the customer service department for fulfilment-related services with financial institutions and large corporates. The role focuses on leading the team, coaching staff, and ensuring prompt, helpful support across channels.

You will manage daily service operations, monitor KPIs, handle escalations, and drive improvements in processes and systems while collaborating with Sales, Operations, Product, and Finance.

Qualifications

• Experience in customer service with team leadership.
• Strong communication and problem-solving skills.
• Ability to manage complaints professionally across multiple channels.
• Good organizational and decision-making skills.
• Diploma level or higher, with at least 5 years of related experience.
• Sports and recreational.

Responsibilities

• Lead, coach, and train customer service staff and team leads.
• Set clear performance expectations and provide regular feedback and development.
• Oversee daily service operations across channels (phone, email, chat, social media, in-person).
• Monitor service levels, response times, resolution rates, customer satisfaction, and KPIs.
• Review feedback and data to identify issues and opportunities for improvement.
• Manage escalated complaints and sensitive cases with timely resolutions.
• Develop and maintain customer service policies and escalation pathways.
• Collaborate with Sales, Operations, Product, Warehouse, Logistics and Finance to resolve issues.
• Support workforce planning, scheduling, and resource allocation.
• Maintain service records and prepare performance reports.
• Assist in selecting and improving customer service systems and automation.
• Promote accountability, collaboration, and continuous improvement.
• Ensure adherence to privacy, security, and consumer-protection requirements.
• Prepare and update Business Continuity Plan documentation.
• Support Group’s payment solution platform and merchant onboarding.

Skills

Team leadership

Communication skills

Problem-solving

Organizational skills

Decision-making

CRM software proficiency

Education

Diploma or higher

Tools

CRM software

Job description

Tri e Marketing Sdn Bhd is seeking a senior leader to head the customer service department for fulfilment-related services with financial institutions and large corporates. The role focuses on leading the team, coaching staff, and ensuring prompt, helpful support across channels.

You will manage daily service operations, monitor KPIs, handle escalations, and drive improvements in processes and systems while collaborating with Sales, Operations, Product, and Finance.