Service Assistant Manager

Jump Retail; Kuala Lumpur; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading retailer in Malaysia is seeking a highly motivated Service Assistant Manager to oversee the operations of their customer service department. The role requires a strong leader with at least 5 years in a supervisory position. Responsibilities include managing daily operations, ensuring customer satisfaction, and mentoring staff. The position offers a competitive salary, performance-based bonuses, comprehensive insurance, and development opportunities in a collaborative environment.

Benefits

Competitive salary

Performance-based bonuses

Comprehensive medical and dental insurance

Opportunities for professional development

Qualifications

• Minimum 5 years in customer service supervisory or management role.
• Strong leadership skills to motivate a team effectively.
• Proficient in data analysis to implement process improvements.

Responsibilities

• Manage daily operations of the Huawei service center.
• Oversee customer service quality and handle escalated cases.
• Lead and train service center staff to deliver quality service.

Skills

Leadership and team management

Excellent communication skills

Problem-solving abilities

Data analysis and reporting skills

Organizational and multitasking skills

Job description

We are seeking a highly motivated and experienced Service Assistant Manager to join our dynamic team at Jump Retail Sdn Bhd in Kuala Lumpur. As the Service Assistant Manager, you will play a pivotal role in overseeing the daily operations of our customer service department, ensuring exceptional standards of service and customer satisfaction.

What you'll be doing

• Manage daily operations of the Huawei service center to ensure smooth workflow, efficiency, and compliance with company standards.
• Oversee customer service quality, handle escalated cases, and ensure excellent after-sales experience.
• Lead, train, and motivate the service center staff (frontline, technical, and support teams) to deliver top-quality service.
• Track KPIs such as turnaround time (TAT), customer satisfaction (CSAT/NPS), and service quality metrics.
• Ensure adherence to Huawei’s service policies, warranty guidelines, and safety standards.
• Monitor spare parts, tools, and equipment, ensuring accurate stock levels and efficient usage.
• Coordinate regular training for service engineers and staff to keep up with new Huawei products and repair standards.
• Provide regular reports on service performance, customer feedback, and competitor benchmarking to headquarters.
• Actively resolve operational challenges, customer complaints, and process gaps to improve overall service delivery.
• Support service-related campaigns (e.g., care days, warranty extensions, service promotions) to enhance customer loyalty.

What we’re looking for

• Minimum 5 years of experience in a customer service supervisory or management role, preferably in the retail industry.
• Strong leadership and people management skills, with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills, with the ability to liaise effectively with customers and cross-functional teams.
• Proven problem-solving and decision‑making abilities, with a focus on delivering exceptional customer service.
• Proficient in data analysis and reporting, with the ability to identify and implement process improvements.
• Strong organisational and multitasking skills, with the ability to prioritise and manage competing priorities.
• Demonstrated understanding of retail operations, customer service best practices, and industry trends.

What we offer

• Competitive salary and performance‑based bonuses.
• Comprehensive medical and dental insurance coverage.
• Opportunities for professional development and career advancement.
• A collaborative and inclusive company culture that values teamwork and innovation.

About us

Jump Retail Sdn Bhd is a leading retailer in Malaysia, offering a wide range of high‑quality products and exceptional customer service. With a strong focus on innovation and sustainability, we are committed to delivering an exceptional shopping experience for our customers. As a rapidly growing company, we are constantly seeking talented individuals to join our team and help us achieve our ambitious goals.

If you are excited about this opportunity and believe you have the skills and experience to succeed as our Service Assistant Manager, we encourage you to apply now.