Customer Service Manager

About the Role

We are looking for an experienced and driven Customer Service Manager to lead our multi-channel Customer Service operations across the SunriseClick platform. This is a full-time, on-site role, requiring daily presence at the office to manage team operations, supervise agents, and support cross-functional stakeholders in real time.

This role will manage Customer Service operations across five markets: Malaysia, Singapore, Hong Kong, Indonesia, and Vietnam, ensuring consistency in service quality and operational efficiency across all regions.

The position requires strong people management, deep knowledge of Zendesk configuration, effective shift planning, and the ability to handle complex escalations with professionalism and empathy.

Key Responsibilities

1. Team Leadership & People Management

• Lead, coach, and develop a Customer Service team of more than 4 agents serving MY, SG, HK, ID, and VN.
• Actively manage and handle customer service tickets alongside the team to stay connected to daily operations.
• Conduct regular performance reviews, coaching sessions, and provide constructive feedback.
• Set clear KPIs and monitor achievements across CSAT, FRT, SLA compliance, and ticket quality.
• Ensure consistent communication quality and service behaviour across all supported countries.
• Maintain team morale and identify training needs for continuous improvement.

2. Zendesk Configuration & Operational Ownership

• Own and optimise the Zendesk environment for all markets.
• Configure triggers, automations, macros, views, tags, and routing rules tailored to regional workflows.
• Monitor system performance and distribution of tickets across MY, SG, HK, ID, and VN.
• Troubleshoot configuration issues and implement workflow improvements.

3. Workforce Planning & Shift Allocation

• Create weekly and monthly shift schedules ensuring full coverage across operating hours (Mon–Sat).
• Balance day and evening shifts while ensuring compliance with working-hour policies.
• Manage shift coverage for peak seasons (11.11, 12.12, Christmas, Mid-Year Sale) across all markets.
• Track attendance, manage leave planning, and forecast manpower needs accurately.

4. Customer Escalations & Crisis Handling

• Serve as the primary escalation point for complex issues (refund disputes, shipping delays, product defects, fraud cases).
• Support escalated or sensitive tickets for all markets, ensuring accuracy and timely resolution.
• Handle live escalated calls with empathy and professionalism.
• Collaborate with Warehouse, Logistics, Marketing, Finance, and regional teams to resolve critical cases.
• Ensure service operations follow consumer protection policies applicable to each market.

5. Process Improvement & Reporting

• Identify service gaps and propose solutions to enhance speed, accuracy, and customer satisfaction.
• Produce weekly/monthly reports segmented by market: ticket volume, agent performance, escalation categories.
• Work with the QA team to maintain high communication and service standards.

Requirements

• 8 years+ of customer service experience in e-commerce, retail, or digital platforms.
• Minimum 4 years in people management, leading a team of more than 4 agents.
• Strong expertise in Zendesk configuration (automations, triggers, macros, routing).
• Proven experience in shift planning and workforce allocation.
• Multi-lingual proficiency — able to read, write, and communicate in English, Bahasa Malaysia, and Mandarin.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and composure under pressure.
• Proficiency in Excel/Google Sheets for reporting and performance tracking.
• Ability to collaborate effectively with cross-functional and cross-country teams.
• Customer-first mindset with a strong focus on process improvement.

Nice-to-Have

• Experience supporting multi-country e-commerce operations (MY, SG, HK, ID, VN).
• Experience with Shopify or related e-commerce platforms.
• Familiarity with WMS/ERP systems (Peoplevox, ACCPAC).