Service Hub Manager: Customer Experience & Operations

TNG Digital Sdn Bhd; Kuala Lumpur; Presencial; MYR 100.000 - 180.000; Jornada completa

Descripción de la vacante

TNG Digital Sdn Bhd is seeking a Service Hub Manager in Kuala Lumpur to oversee daily hub operations, ensure efficient customer flow and complaint resolution, and maintain compliant processes and staff performance.

Role requires leadership, strong communication in Bahasa Malaysia and English, and experience with ticketing systems like Zendesk. You will drive service quality, training, and hub expansion planning while upholding brand standards.

Formación

• Bachelor’s degree and 5+ years in branch operations, customer service, or retail service management.
• Experience supervising teams and delivering service in regulated environments.
• Strong communication in Bahasa Malaysia and English; good writing and speaking skills.

Responsabilidades

• Oversee daily operations of the Service Hub to ensure smooth customer flow and timely resolution.
• Log customer interactions and complaints in approved systems (e.g., Zendesk, GLO Admin).
• Manage ticket flow, escalations, and SLA adherence per policies.
• Lead staff recruitment, onboarding, training, and performance coaching.
• Ensure compliance with regulatory requirements (FSA, MSBA) and internal controls.

Conocimientos

Leadership

People management

Attention to detail

Operational controls

Ticketing systems

Zendesk

Queue management

Bilingual communication

Compliance awareness

Integrity and accountability

Educación

Bachelor's degree

Herramientas

Zendesk

Queue Management System

Descripción del empleo

TNG Digital Sdn Bhd is seeking a Service Hub Manager in Kuala Lumpur to oversee daily hub operations, ensure efficient customer flow and complaint resolution, and maintain compliant processes and staff performance.

Role requires leadership, strong communication in Bahasa Malaysia and English, and experience with ticketing systems like Zendesk. You will drive service quality, training, and hub expansion planning while upholding brand standards.