Service Manager

Anker Innovations; Kuala Lumpur; On-site; MYR 60,000 - 86,000; Full time

Benefits offered by this job

Health benefits

Job summary

Anker Innovations in Malaysia seeks a Service Manager to lead after-sales service operations, shaping local strategy and driving service quality and cost optimization to support sales targets and market expansion.

You will oversee daily operations (RMA, returns, refunds), monitor service performance, and coordinate cross-functional teams to ensure customer satisfaction and brand protection.

Qualifications

• 3+ years of after-sales service work experience.
• Bachelor's degree or above in management, science/engineering, or related fields.
• Experience in after-sales service supplier management / toB service management.
• Strong customer service awareness and excellent communication skills.
• Good planning and organizational skills; able to manage multiple tasks.
• Fluent Bahasa Malaysia and English; Mandarin is a plus.

Responsibilities

• Formulate and implement local service strategic plans for service systems, outlets, policies, and processes.
• Monitor and manage service operations including RMA, NPS, star ratings, and repair quality.
• Oversee return & refund processes and reverse logistics.
• Analyze service events to identify root causes and drive improvements.
• Coordinate service providers/agent teams for complex cases, spares, and system support.
• Gather local market insights to guide business decisions.
• Handle escalated cases timely to protect brand and interests.

Skills

After-sales service

Customer service

Communication skills

Planning & organization

Multilingual (BM/English)

Education

Bachelor's degree in management/science/engineering

Tools

RMA systems

Job description

We are seeking a Service Manager to lead our after-sales service operations in Malaysia. This role will be responsible for formulating and implementing service strategy, managing service operations, and driving service quality and cost optimization to support our sales targets and market expansion.

What You'll Do

• Formulate and implement service strategic plans at the local level — service systems, outlets, strategies, policies, and processes
• Daily monitoring and management of service operations — RMA, NPS, star ratings, offline repair quality — accountable for service delivery quality
• Daily monitoring and management of return & refund processes, ensuring smooth reverse logistics
• Analyze service events to identify root causes, propose process/system improvements, and drive cross-functional collaboration
• Manage service providers/agent teams — coordinate resources for complex complaint handling, spare parts, processes, and system support
• Gather competitor and local after-sales industry insights to guide business decisions
• Timely handle SC and escalated cases, reduce risks, and safeguard company interests and brand image

What We're Looking For

• 3+ years of after-sales service work experience
• Bachelor's degree or above — management, science/engineering, or related fields preferred
• Experience in after-sales service supplier management / toB service management
• Strong customer service awareness and excellent communication skills
• Good planning and organizational skills — results-oriented, able to manage multiple tasks
• Fluent Bahasa Malaysia and English; Mandarin is a plus