261 Customer Service Manager jobs in Malaysia

This job is for a Customer Service Manager in logistics. You might like this job because you'll lead a team to enhance customer experiences, improve shipping processes, and boost profitability while keeping track of industry trends and standards!

Responsibilities

• Oversee the department's Profit & Loss (P&L) and collaborate with the company to minimize operational costs and enhance productivity through the implementation of efficient processes and policies.
• Address customer issues with the team, devising strategies to enhance the customer experience, including resolving complaints and problems promptly.
• Set and monitor KPIs and goals, driving continuous improvement to maximize profitability, reduce lead time, enhance delivery cost efficiency, and minimize losses and damages.
• Ensure that the company’s operations comply with all internal policies and industry procedures.
• Propose and implement innovative strategies for future shipping and logistics operations, staying informed of market trends, competitor activities, and industry developments.
• Assist management in ensuring logistics partners meet the company’s performance standards.
• Monitor and drive improvements in logistics partners' KPIs, including lead time, loss prevention, and damage control.
• Lead initiatives to drive the growth of logistics partners, merchants, customer satisfaction, and cost optimization, collaborating closely with relevant departments.

Job Requirements

• A Bachelor’s or Master’s degree in Logistics Management, or equivalent practical experience.
• A minimum of 10 years of experience in the shipping and logistics industry, with a focus on the relevant role.
• Proficiency in English, Mandarin, and Bahasa Malaysia is preferred, as the role requires communication with both local and international clients.
• Strong ability to coach and develop a team, ensuring alignment with best practices and standardized procedures.
• Demonstrated leadership and managerial skills, with the ability to inspire and guide a team.
• Excellent communication and organizational skills to manage internal and external interactions effectively.
• Strong analytical abilities with a deep understanding of end-to-end operations, including the impact on merchant and customer experience, as well as cost management.
• Ability to structure and optimize operations for maximum efficiency.
• Experience in sales is an added advantage.

#J-18808-Ljbffr

Direct message the job poster from Ambition

Lead the Future of Customer Experience in Insurance

Are you a strong people leader with a passion for delivering exceptional customer service? Ready to bring your insurance knowledge and team management experience to a fast-moving, customer-centric organization?

We’re looking for a Customer Service Manager to lead a high-performing team in one of Malaysia’s leading insurance companies. This is more than a managerial role — it's an opportunity to transform how we serve our clients and set new industry benchmarks in service quality.

What You'll Be Doing

• Lead and inspire a dynamic customer service team , driving a culture of performance, empathy, and accountability.
• Oversee daily service operations and ensure the team meets key performance indicators (KPIs) and service excellence standards.
• Act as the go-to person for complex customer issues, ensuring timely and satisfactory resolutions.
• Drive service improvement initiatives, leveraging tech and data insights to optimize customer journeys.
• Ensure the department operates in full compliance with Malaysian insurance regulations and internal SOPs .
• Play a key role in audits, internal reviews, and compliance reporting.

What We’re Looking For

• Minimum 5 years of team management experience in a customer service environment, ideally in insurance or financial services.
• Strong understanding of the insurance industry, customer servicing best practices, and regulatory requirements.
• A hands-on leader who is both strategic and operational, with a passion for mentoring and developing people.
• Excellent communication skills in English and Bahasa Malaysia .
• Tech-savvy and experienced with CRM platforms and Microsoft Office tools.
• Additional certifications such as CEILI, TBE, or FIMM .
• Experience working in both life and general insurance .
• Familiarity with Bank Negara Malaysia (BNM) customer service guidelines and standards.

If you are a strategic leader with a passion for wealth management and client excellence, we would love to hear from you. Apply now or reach out for a confidential discussion.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Management and Customer Service
• Industries Insurance and Financial Services

Referrals increase your chances of interviewing at Ambition by 2x

Get notified about new Customer Service Manager jobs in Greater Kuala Lumpur .

Customer Service Lead - Operations, SG Marketplace

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 12 hours ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Petaling Jaya, Selangor, Malaysia 2 days ago

Regional Customer Service Manager – Flights

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Customer Service & Logistics Management Trainee

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 5 hours ago

Regional Customer Service Manager – Japan (based in KL/Yokohama)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days ago

Manager, Customer Service & Operations (Taman Puncak Jalil)

WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 14 hours ago

Petaling Jaya, Selangor, Malaysia 3 months ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Vice President (Institutional Customer Service) - CUSTODY - (Hybrid)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 8 hours ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia MYR3,500.00-MYR4,500.00 1 day ago

Vice President (Institutional Customer Service) - CUSTODY - GC HK

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Customer Relations Manager (Remote based)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 month ago

Deputy Manager, Customer Lifecycle Management

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 day ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 7 months ago

PAMB | Assistant Manager, Complaints Management

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 8 months ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

Whether you’re at the start of your career or looking to discover your next adventure, your story begins here. At Citi , you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks. We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism.

Shape your Career with Citi

Citi’s Securities Services (SS) supports our clients’ business by drawing on the strength of our unmatched global footprint, which provides them with access to local expertise and scalable solutions to support their ambitions

We’re currently looking for a high caliber professional to join our team as Customer Service Manager ( Hybrid) ,Internal Job Title: Customer Svc Intmd Analyst - C11 based in Kuala Lumpur. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance: Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world. Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses. We have a variety of programs that help employees balance their work and life.

The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Key responsibilities are:

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
• Provide coaching and support to team and serve a point of contact for escalations
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed
• Inform clients about problems (system failures, market issues) and provide regular resolution updates
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• Escalate customer feedback, processing delays and errors appropriately
• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 5-6 years of customer experience
• Relevant experience (business/financial environment) preferred
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance and accountability and ability to manage risk
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
• Bachelor's degree/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career,apply for this role at Citi today

---

Job Family Group:

Customer Service

---

Job Family:

Institutional Customer Service

---

Time Type:

Full time

---

Most Relevant Skills

Please see the requirements listed above.

---

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

---

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .

View Citi’s EEO Policy Statement and the Know Your Rights poster.

#J-18808-Ljbffr

Citi Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join or sign in to find your next job

Join to apply for the Customer Service Manager (Hybrid) - C11 role at Citi

Citi Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Join to apply for the Customer Service Manager (Hybrid) - C11 role at Citi

Whether you’re at the start of your career or looking to discover your next adventure, your story begins here. At Citi , you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks. We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism.

Shape your Career with Citi

Citi’s Securities Services (SS) supports our clients’ business by drawing on the strength of our unmatched global footprint, which provides them with access to local expertise and scalable solutions to support their ambitions

We’re currently looking for a high caliber professional to join our team as Customer Service Manager ( Hybrid) ,Internal Job Title: Customer Svc Intmd Analyst - C11 based in Kuala Lumpur. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance: Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world. Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses. We have a variety of programs that help employees balance their work and life.

The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Key responsibilities are:

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
• Provide coaching and support to team and serve a point of contact for escalations
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed
• Inform clients about problems (system failures, market issues) and provide regular resolution updates
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• Escalate customer feedback, processing delays and errors appropriately
• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
  
  

Qualifications:

• 5-6 years of customer experience
• Relevant experience (business/financial environment) preferred
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance and accountability and ability to manage risk
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
• Bachelor's degree/University degree or equivalent experience
  
  

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

---

Job Family Group:

Customer Service

---

Job Family:

Institutional Customer Service

---

Time Type:

Full time

---

Most Relevant Skills

Please see the requirements listed above.

---

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

---

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.

Seniority level

• Seniority level Not Applicable

Employment type

• Employment type Full-time

Job function

• Job function Other
• Industries Banking, Financial Services, and Investment Banking

Referrals increase your chances of interviewing at Citi by 2x

Sign in to set job alerts for “Customer Service Manager” roles.

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Customer Service Lead - Operations, SG Marketplace

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 7 hours ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 days ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 days ago

Regional Customer Service Manager – Flights

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 days ago

Customer Service & Logistics Management Trainee

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Federal Territory of Kuala Lumpur, Malaysia 11 hours ago

WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 days ago

Senior Customer Service Manager（Based in Phnom Penh） Regional Customer Service Manager – Japan (based in KL/Yokohama)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 6 days ago

Petaling Jaya, Selangor, Malaysia 3 months ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 3 days ago

Vice President (Institutional Customer Service) - CUSTODY - (Hybrid)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 2 weeks ago

Customer Relations Manager (Remote based)

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 month ago

Vice President (Institutional Customer Service) - CUSTODY - GC HK

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 4 days ago

Federal Territory of Kuala Lumpur, Malaysia 12 hours ago

Subang Jaya, Selangor, Malaysia 10 hours ago

PAMB | Assistant Manager, Complaints Management

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 8 months ago

Sales Customer Service Manager (Tech Supply Chain)

Federal Territory of Kuala Lumpur, Malaysia 5 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

Whether you're at the start of your career or looking to discover your next adventure, your story begins here. At **Citi** , you'll have the opportunity to expand your skills and make a difference at one of the world's most global banks. We're fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You'll also have the chance to give back and make a positive impact where we live and work through volunteerism.
**Shape your Career with Citi**
Citi's **Securities Services** **(SS)** supports our clients' business by drawing on the strength of our unmatched global footprint, which provides them with access to local expertise and scalable solutions to support their ambitions
We're currently looking for a high caliber professional to join our team as Customer Service Manager ( Hybrid) ,Internal Job Title: Customer Svc Intmd Analyst - C11 based in Kuala Lumpur. Being part of our team means that we'll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance: Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That's why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world. Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses. We have a variety of programs that help employees balance their work and life.
The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.
Key responsibilities are:
+ Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
+ Provide coaching and support to team and serve a point of contact for escalations
+ Develop and maintain client portfolio through regular calls and face to face interaction, as needed
+ Inform clients about problems (system failures, market issues) and provide regular resolution updates
+ Advise on and advocate the implementation of process improvement and reengineering to improve client experience
+ Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
+ Escalate customer feedback, processing delays and errors appropriately
+ Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
+ Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
+ Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
+ Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
**Qualifications:**
+ 5-6 years of customer experience
+ Relevant experience (business/financial environment) preferred
+ Demonstrated project management and organizational skills to prioritize multiple tasks
+ Proven self-reliance and accountability and ability to manage risk
+ Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
+ Proven investigative and analytical skills
+ Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
+ Bachelor's degree/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.
**Take the next step in your career, apply for this role at Citi today**
_ Family Group:**
Customer Service
---
**Job Family:**
Institutional Customer Service
---
**Time Type:**
Full time
---
**Most Relevant Skills**
Please see the requirements listed above.
---
**Other Relevant Skills**
For complementary skills, please see above and/or contact the recruiter.
---
_Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._
_If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi ( _._
_View Citi's_ _EEO Policy Statement ( _and the_ _Know Your Rights ( _poster._
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

You will deliver high-quality customer service across the SEA region by being the primary liaison between regional IC customers, IC sales teams, and the supply chain function. You will ensure customer satisfaction through order processing, proactive issue resolution, and continuous improvement in service delivery across borders. You will be reporting directly to SEA Supply Chain Director.

Key Responsibilities

• Be a central point of contact for IC customers across SEA markets (e.g., Malaysia, Vietnam, Thailand, Indonesia).

• Monitor IC CSR team to process and manage customer orders promptly using Oracle systems.

• Monitor IC CSR team to meet customer requirements by routine order cycle management and supply chain activities.

• Monitor IC CSR team to manage order tracking, delivery follow-up, and respond promptly to customer inquiries and complaints.

• Support IC OTIF (On-Time-In-Full) performance monitoring and reporting.

• Collaborate with the commercial team to understand customer requirements and adapt service support accordingly.

• Escalate critical issues or recurring service failures and participate in cause investigations.

• Evaluate IC CSR team performance; improve poor performers and recognize good performers to enhance capability.

Qualifications

• 5-8 Yrs CSR or planning related experience related with MFG / Industrial / Trading in a regional or multi-country environment.

• Experience working with ERP systems (Oracle preferred).

• Strong interpersonal skills and ability to manage stakeholders across different departments and geographies.

• Detail-oriented with a proactive, problem-solving mindset.

About us:

Here at PPG we make it happen, and we seek candidates of the highest integrity and professionalism who share our values, with the commitment and drive to strive today to do better than yesterday – everyday.

PPG: WE PROTECT AND BEAUTIFY THE WORLD

Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit and follow @ PPG on Twitter.

The PPG Way

Every single day at PPG:

We partner with customers to create mutual value.

We are "One PPG" to the world.

We trust our people every day, in every way.

We make it happen.

We run it like we own it.

We do better today than yesterday – everyday.

PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow your career in an environment that provides a fulfilling workplace for employees, creates an environment for learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression. If you need assistance to complete your application due to a disability, please email

PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday.

Benefits will be discussed with you by your recruiter during the hiring process.

#LI-Onsite

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.

Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

About us:

Here at PPG we make it happen, and we seek candidates of the highest integrity and professionalism who share our values, with the commitment and drive to strive today to do better than yesterday – everyday.

PPG: WE PROTECT AND BEAUTIFY THE WORLD
Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit and follow @ PPG on Twitter.

The PPG Way
Every single day at PPG:
We partner with customers to create mutual value.
We are “One PPG” to the world.
We trust our people every day, in every way.
We make it happen.
We run it like we own it.
We do better today than yesterday – everyday.

PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, sexual orientation, gender identity or expression. If you need assistance to complete your application due to a disability, please email

PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday.
Benefits will be discussed with you by your recruiter during the hiring process. #J-18808-Ljbffr

Key Responsibilities:

1. Customer Service Team Leadership (Malaysia)

• Lead, train, and manage a team of customer service representatives supporting the Singapore market.
• Establish clear performance goals and KPIs; monitor service levels and team output.

2. Quotation Management

• Prepare and send quotations to Singapore customers based on approved price lists or sales guidelines.
• Work closely with the sales/commercial team to ensure quotes are accurate, aligned with commercial policies, and tailored to customer requirements.

3. Order Management for Singapore Customers

• Oversee end-to-end order processing: receive, verify, and input orders into the ERP system.
• Ensure accurate and timely confirmation of orders to customers.
• Track fulfillment and coordinate any changes with the Singapore operations team.

4. Inventory Monitoring (Singapore Stock)

• Use HAVI system to access stock availability in Singapore.
• Communicate product availability, shortages, or substitutions to customers promptly and suggest:
• Alternative products
• Partial fulfilment options
• Estimated restock timelines
• Notify the procurement team when critical items are out of stock and need urgent replenishment .

5. Issue Resolution: Short Supply, Damage, Returns & Exchanges

• Act as the main escalation point for any delivery issues including:
• Short supply (partial delivery or out-of-stock items)
• Damaged or defective goods
• Customer returns or product exchanges
• Other, if any

6. Customer Relationship Management

• Act as a point of escalation for customer issues and complaints.
• Build and maintain professional relationships with key customer accounts in Singapore (F&B businesses, distributors, food service companies).
• Ensure proactive communication with customers regarding order status, delays, or special requests.

7. Cross-Functional Collaboration

• Liaise daily with Singapore-based teams: operations, logistics, finance, and sales to resolve customer-related matters.
• Coordinate with the sales team to ensure alignment on pricing, product details, and service commitments.
• Relay customer feedback and service issues to improve internal processes.

8. Process Optimization & Reporting

• Continuously review and improve internal customer service workflows to increase accuracy and reduce turnaround time.
• Identify system or process gaps and propose automation or standardization improvements.
• Prepare regular reports on order fulfillment, customer feedback, and service KPIs.

9. Other (Ad hoc) responsibilities

Requirements:

• Minimum 2-3 years of experience in a customer service role, preferably in the B2B sector.
• Fluency in English and Mandarin (verbal and written).

#J-18808-Ljbffr

JOB SUMMARY:
br>Responsible for providing exceptional customer support to client in consumer retail (or as assigned) in the Contract Logistics Division. He/she shall lead our customer service representatives and callers to better performance and improve service quality. And to assist in establishing customer service department objectives, KPI, provide representatives with opportunities to expand their knowledge of services, troubleshooting techniques, analyse Customer Service Department data, focus on improving performance and processes in an effort to better support customers.

KEY RESPONSIBILITIES:

• To be responsible for hiring, training, coaching and leading customer service and call representatives to provide quality service and support to customers; < r>• o answer representatives’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives;
• L ading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees; < r>• T ensure customer service department achieves KPI and taking corrective actions, as needed; < r>• T prepare reports and analysing customer service and caller data to improve processes, ensure resources are properly allocated, and maximise efficiency and customer satisfaction; < r>• A y other job as assigned from time to time. < r>
REQUIREMENT:

• A least 7 years of Call Centre experience in 3PL, retail, FMCG or distribution centre. < r>• H s supervisory experience leading a team of Customer Service staff < r>• G od people management and effective communication skills, problem-solving abilities, and a strong customer-first attitude. < r>• M nimum Diploma/SPM < r>• P oficient in English, Chinese and Malay.

To assist Customer Service Manager for the day-to-day operation of Customer Service Department to ensure efficient and timely processing of Orders, Deliveries and related activities for Domestic Sales.

• Serve as prime contact for order related activities for Sika.
• Work closely with CSM and lead the customer service representative and oversees the daily operation of customer service.
• Lead, train, and motivate the customer service team to meet or exceed service level agreements (SLAs) and customer satisfaction targets.
• Communicate proactively with customers on requirements, order status, open complaints etc. to ensure customer satisfaction.
• Collaborate with cross-functional teams (Sales, Operations, Finance, and Procurement) to ensure seamless order fulfillment and customer satisfaction.
• Monitoring of open sales orders. Clean up obsolete orders and maintain open orders is up to date.
• Ensures execution of process in line with Sika integrity, safety and policies.
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, and following up to ensure resolution.
• Manage and resolve customer inquiries, complaints, and escalations in a professional and efficient manner. Liaise with CSM/ TM/ Sales Manager.
• Provide support to improvement projects and commitments requiring a basic understanding of customer service practices and procedures.
• Other duties as assigned.

Your expertise - Our strength

• Degree / Diploma in any discipline and with relevant years of relevant working experiences, preferably in Commerce field.
• 5 years working experience (preferably in Customer Service field); and
• Proven experience in customer service management or a similar role, ideally in a fast-paced environment.
• Previous experience working with SAP in a customer service or operations role.
• Good computer skills especially in MS Application (esp. Excel and Word))
• Proficiency in SAP , including experience with SAP CRM, SAP SD, and SAP MM (or related modules).
• Ability to analyze data and generate reports within SAP for performance tracking and decision-making.
• Willingness to learn new skill and competencies.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Ability to work collaboratively across departments to meet customer needs.
• Good communication skills in both spoken and written English and Bahasa Malaysia
• Ability to communicate in Mandarin and local Chinese dialects will be an added advantage.

About Sika

Sika is a specialty chemicals company with a globally leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protection in the building sector and industrial manufacturing. Sika has subsidiaries in 102 countries around the world and, in over 400 factories, produces innovative technologies for customers worldwide. In doing so, it plays a crucial role in enabling the transformation of the construction and transportation sector toward greater environmental compatibility. With more than 34,000 employees, the company generated sales of CHF 11.76 billion in 2024.

#J-18808-Ljbffr