Job Title: Senior Customer Service Representative (Malaysia)

Location: Malaysia (Subang Office)

Reporting to: APAC Customer Service Senior Manager

Role Purpose

The Assistant Manager - Customer Service will lead the Malaysia customer service team with clear ownership of service delivery, operational discipline, and customer outcomes. The role requires a balance of execution, excellence and business alignment, with strong focus on supporting strategic accounts and enabling sustainable growth.

Key Responsibilities

1. Team Leadership & Operational Control

Lead and develop the team to deliver consistent, high-quality service.
Drive ownership of SLA performance, productivity, and resolution timelines.
Maintain strong oversight of daily operations and act swiftly on performance gaps.
Build a disciplined and accountable team culture.

2. Customer Experience & Execution

Ensure accurate and timely handling of customer queries, orders, and escalations.
Maintain tight control over backlog, with clear focus on aged and critical cases.
Handle escalations with clarity, ensuring confidence across stakeholders.
Continuously improve service quality and customer experience.

3. Strategic Account Alignment

Partner with Sales to support key global and regional accounts.
Ensure focused execution to strengthen customer retention and growth.
Provide clear operational insights to improve customer engagement.
Align customer service priorities with business objectives.

4. Performance Management & Insights

Track and drive key metrics including SLA, backlog, and productivity.
Conduct structured performance reviews and provide actionable feedback.
Ensure data accuracy and meaningful reporting.
Use insights to improve performance and decision-making.

5. Process Discipline & Improvement

Simplify processes and remove inefficiencies.
Ensure compliance with policies, controls, and audit requirements.
Support automation and standardization initiatives.
Maintain governance across order and customer management processes.

6. Cross-Functional Collaboration

Work closely with Sales, Supply Chain, and Finance to resolve issues.
Escalate risks in a timely and structured manner.
Contribute to regional priorities and transformation initiatives.

Candidate Profile

For Internal Promotion

Proven track record of consistent performance within customer service operations.
Demonstrates ownership, reliability, and strong understanding of internal processes.
Ability to step up from execution to team leadership with minimal supervision.
Established relationships with cross-functional stakeholders.
Shows readiness to take on broader responsibility and drive team outcomes.

For External Hiring

Solid experience in customer service operations within a B2B or distribution environment.
Prior experience managing teams and driving performance in a structured setup.
Brings fresh perspective on process improvement and service excellence.
Strong ability to integrate quickly and build credibility across teams.
Demonstrates balanced focus on operations, customer experience, and business impact.

Success Measures

Consistent delivery of SLA and productivity targets.
Visible reduction in backlog and aged cases.
Improved customer satisfaction and controlled escalation levels.
Strong operational support to strategic accounts.
High team engagement and performance consistency.

Leadership Expectations

Acts with ownership and accountability.
Communicates with clarity and builds trust.
Take a proactive and solution-focused approach.
Demonstrates alignment with business goals and customer priorities.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.