Service Operations Lead

BD Agriculture (Malaysia) Sdn Bhd; Klang City; On-site; MYR 120,000 - 180,000; Full time

Job summary

Big Dutchman seeks a Service Operations Manager to lead the customer service operations across Asia, align with resource planning, and manage budgets for efficiency and excellent service delivery.

The role requires 5+ years in customer service or operations management with leadership experience, and strong skills in leadership, communication, and project management. Collaboration with sales, marketing, and product teams is essential.

Qualifications

• Bachelor’s degree in business, project management, or related field (preferred).
• 5+ years in customer service or operations management, with at least 2 years in a leadership role.
• Experience in customer success models and customer excellence.
• Strong leadership, organizational, and problem-solving skills.
• Knowledge of electrical systems, installation, and maintenance processes.
• Ability to manage multiple projects and work under pressure.
• Proficiency in project management tools.
• Strong communication and interpersonal skills.

Responsibilities

• Manage and lead the customer service operation team, manage customer feedback, complaints, and issues.
• Provide coaching, training, and development to team members to enhance performance.
• Manage the budget for the customer service department within Asia region.
• Align customer service with resource planning to meet cost efficiency standards.
• Develop and implement streamlined processes to enhance operational efficiency.
• Identify bottlenecks and improve service delivery time and customer satisfaction.
• Standardise best practices for inquiries, complaints, and service requests.
• Coordinate with sales, marketing, and product management to ensure cohesive service delivery.
• Serve as escalation point for complex or high-priority issues.
• Oversee installation, maintenance, and troubleshooting of technical systems to improve efficiency.
• Prepare and present project status reports to management.
• Ensure proper documentation of project activities, including resource allocation.

Skills

Leadership

Organizational skills

Problem-solving

Communication skills

Interpersonal skills

Project management

Customer service experience

Customer success knowledge

Education

Bachelor’s Degree in business or project management

Tools

Project management tools

Job description

Big Dutchman seeks a Service Operations Manager to lead the customer service operations across Asia, align with resource planning, and manage budgets for efficiency and excellent service delivery.

The role requires 5+ years in customer service or operations management with leadership experience, and strong skills in leadership, communication, and project management. Collaboration with sales, marketing, and product teams is essential.