1,204 Customer Service Manager jobs in Malaysia

Responsibilities

• Oversee customer service operations including contract clearance, order execution, and communication.
• Lead and coach a high-performing customer service team to ensure timely and accurate order fulfillment.
• Build strong relationships with key customers and internal teams, including sales and planning.
• Push for proactive service delivery, drive solutions, not just accommodate issues.
• Resolve customer complaints and delivery issues through root cause analysis and corrective actions.
• Coordinate with production, logistics, and quality teams to align on order commitments and delivery timelines.
• Identify and implement process improvements using data and KPIs.
• Ensure clear communication and alignment with the sales team and other internal stakeholders.

• Degree in Business Administration or related field.
• 7-10 years of customer service experience, with at least 3 years in a leadership role.
• Industry experience in FMCG or similar manufacturing environments preferred.
• Strong leadership presence and ability to manage stress in high-pressure situations.
• Customer-centric mindset with excellent communication and problem-solving skills.
• Proactive, assertive, and capable of driving change across teams.

• Opportunity to lead a core function in a well-established industrial business.
• Collaborative work environment with cross-functional exposure.
• Platform to drive service excellence and operational improvements.
• Stable organization with long-term career growth potential.

This is an exciting opportunity for a Customer Service Manager to make a meaningful impact in the FMCG industry. If you're based in Klang Valley area and looking to advance your career, we encourage you to apply today!

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• Lead and supervise the customer service team to deliver excellent service.
• Manage event and program registrations, inquiries, and follow-ups.
• Handle escalated customer issues professionally and resolve them efficiently.
• Develop and implement customer service policies, standards, and procedures.
• Monitor and analyze customer feedback to improve service quality.
• Collaborate with the events, marketing, and sales teams to ensure smooth client experiences.
• Train, coach, and motivate the customer service team.
• Prepare regular reports on customer service performance and KPIs.

Responsibility:

Oversee customer service teams and guarantee adherence to company protocols.

Address customer questions and solve problems across various areas and platforms.

Refine and unify customer service procedures for worldwide uniformity.

Collaborate with various teams to guarantee seamless service provision.

Investigate fresh business prospects with clients by nurturing strong connections.

Track performance indicators and create reports containing implementable insights.

Requirements:

Diploma or Degree in Business Management, Logistics, or a related area.

A minimum of 4 years of work experience in the trucking, shipping or forwarding sector.

Robust skills in presentation and communication.

Skilled team leader with demonstrated leadership abilities

Job Types: Full-time, Permanent

Pay: From RM4,000.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Work Location: In person

About the Role

We are seeking an experienced
BPO Manager
with strong
Mandarin language proficiency
to lead and manage our e-commerce customer service operations. The ideal candidate will have a proven track record in handling
teams under 100 seats
, delivering operational excellence, and driving customer satisfaction in a fast-paced e-commerce environment.

Key Responsibilities

• Lead and manage day-to-day operations of the e-commerce customer service team (inbound, outbound, live chat, and email support).
• Manage a workforce of up to 100 FTEs, ensuring consistent achievement of KPIs and SLAs.
• Communicate effectively in
  Mandarin, English, and Bahasa Malaysia
  to manage both team members and client requirements.
• Drive continuous improvements in process efficiency, quality, and customer experience.
• Prepare performance reports and business reviews for internal and external stakeholders.
• Conduct training, coaching, and mentoring to build a high-performing team.
• Collaborate with clients and internal departments to align operational strategies with business goals.
• Oversee workforce planning, scheduling, and attrition management.
• Ensure compliance with company policies, client requirements, and data security standards.

Requirements

• Bachelor's degree in Business Administration, Management, or related field (MBA preferred).
• Fluent in Mandarin (spoken & written)
  – essential requirement.
• Minimum
  2+ years of BPO operations management experience
  , preferably within the e-commerce sector.
• Proven experience managing
  teams under 100 seats
  .
• Strong leadership, stakeholder management, and people development skills.
• Analytical mindset with problem-solving and decision-making ability.
• Proficiency in MS Office and CRM/Contact Center tools.
• Willingness to work in a dynamic, fast-changing environment, including shift flexibility.

Responsibilities

• Lead, coach, and motivate a team of customer service agents to achieve performance goals and deliver exceptional service.
• Handle complex customer issues and ensure timely resolution.
• Collaborate with cross-functional teams (e.g., operations, product, marketing) to address customer feedback and improve processes.
• Schedule shifts, manage workloads, and ensure proper team coverage.
• Provide regular training and performance feedback to team members.
• Prepare reports on team performance and identify areas for improvement.

Qualifications

• Proven experience in a customer service or support role, with at least 1–2 years in a leadership or supervisory capacity from Crypto exchange.
• Proficient in using customer service software (e.g., Zendesk, Freshdesk, Salesforce).
• Ability to remain calm under pressure and handle challenging situations professionally.
• Fluent in Chinese and English

Position Overview

As our Customer Service Manager, you will be responsible for overseeing the end-to-end customer experience across multiple touchpoints, including email, social media, phone calls, and live chat. You will lead and grow a high-performing team, implement service excellence initiatives, and collaborate with cross-functional departments to ensure customer satisfaction aligns with our brand promise.

Key Responsibilities

• Lead, coach, and develop the customer service team in Malaysia, ensuring continuous growth and high engagement.
• Design and implement SOPs and workflows to improve ticket resolution times and deliver consistent service quality.
• Monitor key performance metrics (response time, CSAT, NPS, FCR) and drive improvements.
• Manage escalated cases and resolve customer conflicts with professionalism and empathy.
• Collaborate cross-functionally with operations, warehouse, marketing, and product teams to enhance the overall customer journey.
• Deliver weekly and monthly performance reports with actionable insights to management.
• Champion automation and self-service solutions (FAQs, chatbots, help centers) to improve efficiency and scalability.
• Gather, analyze, and present customer feedback and insights to inform product and business strategies.
• Ensure excellent customer satisfaction for both local and regional markets, as required.

Requirements

• 5+ years of customer service experience, with at least 2+ years in a leadership role.
• Strong communication skills in English and Bahasa Malaysia; proficiency in Mandarin is a plus.
• Hands-on experience with customer support platforms (e.g., Zendesk, Freshdesk, Gorgias, Intercom).
• Empathetic, solution-oriented, and able to manage high-pressure situations effectively.
• Solid understanding of e-commerce, logistics, and after-sales processes.
• Proven people management and coaching skills, with the ability to motivate and develop a team.

Job Type: Full-time

Pay: RM4, RM6,000.00 per month

Benefits:

• Maternity leave
• Opportunities for promotion
• Professional development

Experience:

• Customer service: 4 years (Preferred)

Work Location: In person

Job Overview

The Customer Service Manager is responsible for overseeing the entire customer service function of the medical clinic. This includes ensuring a high standard of patient experience from the first point of contact to post-treatment follow-up. The role involves leading the front desk team, managing patient feedback, handling complaints, improving service workflows, and ensuring compliance with healthcare service standards.

Key Responsibilities

1. Patient Experience Management

2. Ensure smooth and professional handling of patient registration, inquiries, appointment scheduling, and follow-ups.

3. Develop and implement standard operating procedures (SOPs) for a seamless patient journey.

4. Proactively monitor and improve patient satisfaction through regular feedback surveys and touchpoints.

5. Team Leadership & Training

6. Lead, train, and supervise front desk executives, call center agents, and support staff.

7. Conduct regular coaching, performance evaluations, and skills development sessions.

8. Foster a patient-focused, service-oriented culture among all customer-facing staff.

9. Complaint & Conflict Resolution

10. Serve as the primary point of escalation for patient concerns or complaints.

11. Investigate and resolve issues professionally, maintaining the clinic's reputation and patient trust.

12. Document and analyze complaints to identify areas for improvement.

13. Service Quality & Compliance

14. Ensure compliance with clinic policies, healthcare regulations, and data privacy laws.

15. Collaborate with clinical and administrative teams to maintain quality control and patient safety protocols.

16. Monitor service KPIs and implement service improvement initiatives.

17. Communication & Coordination

18. Maintain clear and effective communication between patients, doctors, nurses, and admin staff.

19. Coordinate with medical and operations teams to ensure timely and accurate information is provided to patients.

20. Handle VIP patients and sensitive cases with discretion and professionalism.

21. System & Workflow Optimization

22. Work with IT and operations teams to optimize CRM systems, appointment systems, and patient record workflows.

23. Identify bottlenecks in the customer service process and implement solutions.

Qualifications & Requirements

• Bachelor's degree in Business Administration, Hospitality, Healthcare Management, or related field.
• Minimum 3–5 years of experience in customer service or patient care management, preferably in a medical or clinical setting.
• Excellent communication skills in English and Chinese.
• Strong leadership, problem-solving, and interpersonal skills.
• Familiarity with clinic software systems (e.g., EMR, CRM).
• Ability to work in a fast-paced, service-oriented environment.

Key Attributes

• Empathetic and patient-focused
• Detail-oriented and well-organized
• Professional and calm under pressure
• Service-minded with a continuous improvement mindset

Job Type: Full-time

Pay: RM5, RM8,000.00 per month

Benefits:

• Opportunities for promotion

Work Location: In person

*1. Position Purpose*

To lead the Customer Service team in delivering excellent client experiences, ensuring efficient handling of bookings, inquiries, problem resolutions, and customer retention, while supporting operational and sales goals.

*2. Key Responsibilities*

• Build and maintain strong and long term relationships with customers and ensure their satisfaction.

• Provide comprehensive support for customer transactions, proactively addressing their inquiries, feedback, and requests with insightful solutions.

• Oversee the CS team's handling of job orders from booking to delivery completion.

• Responsible for the accurate and timely documentation from booking to invoicing.

• Train, coach, and mentor Customer Service Executives to maintain high service standards.

• Develop and enforce SOPs for customer handling, documentation, and communication.

• Prepare and analyze reports related to shipment status, cost control, and operational performance.

• Monitor KPIs for CS Department.

• Coordinate with internal teams and external partners to resolve any issues or concerns.

You will play an important role in:

• Lead and manage local team to achieve department's KPI.
• To ensure the job sheet is not missing any details and deliveries are not missed.
• Work closely with each functional head to ensure company maintain the excellent relationships with clients.
• Responsible in implementation of policies / procedures throughout customer service to maximize operational efficiency and company's profitability.
• Timely update and track related information on each and every case received.
• To provide a smooth link between customers, production and marketing.
• To attend to customers enquiry and request.
• To continually track order vs delivery so that quick information can be given to all parties at any one time.

Performance Criteria

• To reduce scrap attributed to customer services failure to less than 0.2% of sales.
• To ensure that the Contract Review System and Masterprint System are properly and accurately maintained.
• To maintain accurate order tracking system.
• To reduce service failure (i.e. slow response, inaccurate response, non-proactivity) to external customers to the bare minimum.

To be successful in this role, you will need to have:

• Education Level: At least Diploma or Degree in Business Management or equivalent.
• Able to work independently and experience in maintaining excellent customer relation.
• Years of Experience: Minimum 2 years in manufacturing / printing industry.
• Required language(s): Bahasa Malaysia, English & Mandarin