Customer Service Manager APAC

About This Opportunity

We are representing a confidential fire protection organization with global operations seeking a Customer Service Manager to lead their APAC customer service team in Malaysia. Our client specializes in comprehensive fire safety solutions and is known for reliability and innovation in the commercial and industrial sectors.

This is a leadership role overseeing daily customer service operations, team development, and ensuring exceptional service delivery that meets strict performance standards. You'll coordinate a team of Customer Service Representatives while serving as the escalation point for complex customer orders and delivery requirements.

Responsibilities

• Lead, motivate, and supervise the customer service team to deliver superior customer experiences
• Oversee recruitment, training, development, and performance management of Customer Service Representatives
• Create and maintain team schedules, approve timesheets, and manage time-off requests
• Monitor performance metrics and Service Level Agreements to ensure customer satisfaction targets are met
• Resolve complex customer complaints, order issues, and delivery schedule requests through coordination with operations and other departments
• Ensure error-free, timely order entry and correspondence processing with appropriate phone coverage
• Establish and maintain quality assurance processes to ensure consistency in service delivery
• Review inventory and open order reports, researching and expediting as needed
• Monitor the customer orders inbox and maintain adherence to SLAs
• Identify opportunities to streamline processes and improve overall customer experience
• Make recommendations to management regarding resource planning and process improvements
• Fill in for Customer Service Representatives as needed
• Handle additional management requests and projects in a timely manner

What We're Looking For

• Minimum 5 years of customer service management experience
• Proven leadership and managerial skills with ability to coach, motivate, and develop team members
• Strong proficiency in MS Office, Salesforce, and ability to learn proprietary software systems
• Excellent communication and interpersonal skills with a customer-centric approach
• Demonstrated track record of meeting KPIs and delivering high customer satisfaction
• Knowledge of customer service best practices, quality assurance methodologies, and CRM systems
• Analytical mindset with ability to interpret data and make data-driven decisions
• Ability to thrive in fast-paced environments and manage multiple priorities
• Flexibility to work outside standard hours for meetings as needed
• Fluency in both English and Chinese required
• Professional integrity and strong work ethic

How We Work With You

Candidates should apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your background and career goals. Qualified candidates will then be submitted to our client for consideration. Please do not attempt to contact the employer directly, as all applications must go through our recruitment process.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications. Our client offers a competitive package including performance-based incentives and benefits. Flexible working arrangements, including home-based and hybrid options, are available.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices and equal employment opportunity. We welcome applications from all qualified candidates regardless of race, color, religion, gender, national origin, age, disability, or veteran status.