Service Manager
Service Manager
Anker Innovations3-5 Years
- Posted 13 days ago
- Be among the first 10 applicants
Job Description
About the Role
We are seeking a Service Manager to lead our after-sales service operations in Malaysia. This role will be responsible for formulating and implementing service strategy, managing service operations, and driving service quality and cost optimization to support our sales targets and market expansion.
What You'll Do
- Formulate and implement service strategic plans at the local level — service systems, outlets, strategies, policies, and processes
- Daily monitoring and management of service operations — RMA, NPS, star ratings, offline repair quality — accountable for service delivery quality
- Daily monitoring and management of return & refund processes, ensuring smooth reverse logistics
- Analyze service events to identify root causes, propose process/system improvements, and drive cross-functional collaboration
- Manage service providers/agent teams — coordinate resources for complex complaint handling, spare parts, processes, and system support
- Gather competitor and local after-sales industry insights to guide business decisions
- Timely handle SC and escalated cases, reduce risks, and safeguard company interests and brand image
What We're Looking For
- 3+ years of after-sales service work experience
- Bachelor's degree or above — management, science/engineering, or related fields preferred
- Experience in after-sales service supplier management / toB service management
- Strong customer service awareness and excellent communication skills
- Good planning and organizational skills — results-oriented, able to manage multiple tasks
- Fluent Bahasa Malaysia and English; Mandarin is a plus
More Info
Key Skills
toB service management
NPS
service strategy
after-sales service
About Company
Skills:
Performance Monitoring, automation, digitalisation, Data Analysis, Quality Management, Service Management, process improvement, Customer Service Operations, contact centre operations, Customer Experience
Skills:
Hygiene, Management, Sanitation, Budgeting, Restaurant operations, management systems, Cost Control, Inventory Management, Microsoft Office Applications, Food Safety, Forecasting, labor management, Workplace health and safety regulations, Guest service standards
Skills:
Ms Office Applications, service cost control, beverage menu writing, guest interaction, maintenance merchandising, service techniques, restaurant operations, math and algebraic equations using percentages, F B labour controls, POS ordering systems, computer and accounting
Skills:
Service Improvement, customer experience management, multi-language support channels, Operational Excellence, customer service operations management, Complaint Handling
Skills:
Incident Management, Asset Management, Servicenow, Itil, Request Management, Problem Management, Service Transition Management, Supplier Management, Knowledge Management