Customer Service Manager (Process Improvement)

Salary: RM 6,000 – RM 7,500 per month

Job Description

We are seeking a proactive Customer Service Manager to lead our customer service team and improve service processes across our branches. This role focuses on streamlining workflows, strengthening coordination between departments and delivering a consistent customer experience.

Join Our Growing Team!

• Malaysia Book of Records holder.

• Award-winning company — Malaysia Power Brand, 100 Most Influential Young Entrepreneurs and Golden Bull Award.

• Over 16 years of establishment, with branches in KL, JB, Penang, Ipoh, Negeri Sembilan, Batu Pahat, Thailand and Singapore.

• A positive, supportive and engaging working environment.

Job Responsibilities

1. Customer Service Leadership

• Lead, coach and develop the customer service team across branches.

• Handle escalated customer enquiries and complaints, ensuring proper resolution and follow-up.

2. Process Improvement

• Review the customer service workflow, from receiving repair enquiries and equipment to quotation follow-up, delivery and after-sales support.

• Monitor changes to ensure they deliver measurable improvements.

3. Cross-Department Coordination

• Coordinate with Sales, Engineering, Operations, Procurement and Finance to resolve service delays.

• Ensure customers receive consistent information and realistic completion timelines.

4. Performance Monitoring and Reporting

• Establish and monitor KPIs, including response time, quotation follow-up, quotation acceptance rate, complaint resolution time and customer satisfaction.

• Analyse customer feedback and service data to identify root causes and prevent repeated problems.

5. Systems and Documentation

• Ensure customer details, service updates and follow-up activities are accurately recorded in the CRM or service management system.

• Train the team on updated procedures, systems and service standards.

Job Requirements

• Minimum 5 years of relevant customer service or service operations experience, including 2 years in a supervisory or managerial role.

• Proven experience improving workflows, implementing SOPs and managing team performance.

• Able to analyse service data, identify root causes and turn findings into practical improvements.

• Experience using CRM or service management systems.

• Experience with process automation, Lean or continuous improvement methods is an added advantage.

• Willing to travel between branches when required.

We provide an attractive remuneration package if you are the right person.