Senior Customer Service Manager

Private Advertiser; Kuala Lumpur; On-site; MYR 180,000 - 320,000; Full time

Job summary

Private Advertiser is seeking an experienced Senior Manager, Customer Service to lead the function across Malaysia and regional markets. The role focuses on developing customer service strategies, driving service excellence, and improving overall customer experience and business performance.

The candidate will lead local and overseas teams, enhance processes, and collaborate with stakeholders to elevate customer satisfaction, efficiency, and outcomes.

Qualifications

• Bachelor's degree in business/management or related field.
• 10+ years of customer service experience with strong leadership.
• Experience managing large regional or multi-market customer service teams.

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 for 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.
• Set and monitor Customer Service KPIs and service standards.
• Track response time, resolution time, customer satisfaction, productivity, and service quality.
• Analyze performance and implement corrective actions.
• Prepare regular reports and recommendations for senior management.
• Review and improve Customer Service processes and workflows.
• Support digitalization, automation, and technology initiatives to improve service delivery.
• Work closely with internal stakeholders to ensure a seamless customer experience.
• Keep teams updated on products, promotions, policies, and business activities.
• Share customer feedback to support business and process improvements.
• Represent the voice of the customer within the organization.
• Ensure operations follow policies, SOPs, and regulations.
• Establish escalation and control procedures.
• Ensure proper handling and documentation of sensitive customer matters.
• Lead, coach, and develop Customer Service leaders and team members.
• Drive performance, engagement, and continuous learning.

Skills

Leadership

Stakeholder management

Communication

Analytical thinking

Problem solving

Customer-centric

Commercial acumen

Education

Bachelor's Degree in Business Administration, Management, Customer Service, or related field

Job description

We are looking for an experienced Senior Manager, Customer Service to lead the Customer Service function across Malaysia and regional markets.

The role will be responsible for developing customer service strategies, driving service excellence, managing team performance, and ensuring a consistent and positive customer experience across all touchpoints.

The successful candidate will provide strong leadership to local and overseas teams, improve service processes, and work with key stakeholders to enhance customer satisfaction, operational efficiency, and business performance.

Key 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.

Customer Experience

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.

Performance & KPI Management

Set and monitor Customer Service KPIs and service standards.

Track response time, resolution time, customer satisfaction, productivity, and service quality.

Analyse performance and implement corrective actions where required.

Prepare regular reports and recommendations for senior management.

Process Improvement

Review and improve Customer Service processes and workflows.

Drive initiatives to improve efficiency, service quality, and response times.

Support digitalization, automation, and technology initiatives to improve service delivery.

Stakeholder Collaboration

Work closely with internal stakeholders to ensure a seamless customer experience.

Keep Customer Service teams updated on products, promotions, policies, and business activities.

Share customer feedback and insights to support business and process improvements.

Represent the voice of the customer within the organization.

Governance & Compliance

Ensure Customer Service operations follow company policies, SOPs, and applicable regulations.

Establish appropriate escalation and control procedures.

Ensure proper handling and documentation of sensitive customer matters.

People Development

Lead, coach, and develop Customer Service leaders and team members.

Drive performance, engagement, and continuous learning within the team.

Develop talent and succession plans for the Customer Service function.

Requirements

Bachelor's Degree in Business Administration, Management, Customer Service, or a related field.

10+ years of Customer Service experience, with strong leadership or senior management experience.

Proven experience managing large, regional, or multi-market Customer Service teams.

Strong knowledge of customer experience, service improvement, and KPI management.

Experience managing overseas or regional operations is an advantage.

Strong leadership, communication, analytical, and problem-solving skills.

Customer-centric and commercially minded.

Experience in FMCG, retail, e-commerce, consumer products, or other customer-focused industries is an advantage.

Strong ability to manage stakeholders and lead teams in a fast-paced environment.