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Customer Service Manager
2 weeks ago
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
- 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.
- 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.
- 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.
- 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.
- 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).
