Service Operations Lead - Offline Centers & Excellence

HONOR; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading technology company is seeking an Assistant Service Operations Manager in Kuala Lumpur, Malaysia. The role focuses on coordinating operations in offline service centers, managing service personnel, and improving service quality. Candidates should have at least 3 years of experience in the 3C industry, a track record of managing KPIs like customer satisfaction, and the ability to drive continuous improvement. Strong leadership and operational management skills are essential for success in this role.

Qualifications

• At least 3 years of experience in the 3C industry (phones, tablets, etc.).
• Experience in service center personnel management and soft skills training.
• Prior management experience in retail store or service center operations preferred.

Responsibilities

• Manage end-to-end operations of the offline service center.
• Oversee daily service activities and manpower planning.
• Lead, coach, and evaluate service center personnel.
• Develop and enforce operational policies and SOPs.
• Monitor service performance metrics and customer satisfaction.
• Identify operational gaps and implement improvements.
• Ensure compliance with company policies and safety standards.
• Drive continuous improvement initiatives.

Skills

Service center management

Customer satisfaction monitoring

Team leadership

Operational improvement

Compliance adherence

Job description

A leading technology company is seeking an Assistant Service Operations Manager in Kuala Lumpur, Malaysia. The role focuses on coordinating operations in offline service centers, managing service personnel, and improving service quality. Candidates should have at least 3 years of experience in the 3C industry, a track record of managing KPIs like customer satisfaction, and the ability to drive continuous improvement. Strong leadership and operational management skills are essential for success in this role.