Head of Customer Service

8 hours ago

Shah Alam, Selangor, Malaysia PERTUBUHAN PEDULI INSAN MALAYSIA Full time 48,000 - 60,000 per year

About the role

The Head of Customer Service is responsible for leading the customer service team to ensure excellent donor and supporter experience. This role oversees daily service operations, supports the sales and fundraising efforts, and ensures inquiries are handled efficiently and professionally. The position also collaborates with the media and marketing departments to provide insights that help expand donor reach improve communication strategies.

What you'll be doing

  • Lead, supervise, and motivate the customer service team to achieve service quality and response targets
  • Develop and implement customer service standards, policies, and procedures
  • Handle escalated inquiries and resolve complex donor or supporter issues effectively
  • Work closely with the sales and fundraising teams to ensure smooth coordination and support
  • Monitor customer feedback and service data to identify areas for improvement
  • Provide training, coaching, and performance evaluations for team members
  • Prepare periodic reports on customer satisfaction, response time, and service outcomes
  • Ensure all communication reflects Peduli Insan's humanitarian values and professionalism
  • Collaborate with the media and marketing departments by sharing feedback, insights, and recommendations to enhance campaign communication, reach, and donor engagement strategies

What we're looking for

  • Diploma or Bachelor's Degree in Business, Communications, Marketing, or a related field
  • Minimum 3-5 years of experience in customer service, with at least 2 years in a leadership or supervisory role
  • Strong leadership and team management abilities
  • Strong problem-solving and interpersonal skills

What we offer

A supportive and meaningful work environment where you'll lead our Customer Service team and strengthen donor relationships. Enjoy professional growth opportunities, flexible work culture, and involvement in both local and international humanitarian initiatives.

About us

Pertubuhan Peduli Insan Malaysia is a non-profit organisation dedicated to improving the welfare and well-being of individuals and communities in need both in Malaysia and across the globe. We are passionate about driving positive social change through various initiatives, advocacy, and strategic partnerships. Our team is composed of dedicated professionals who share a common goal of making a meaningful impact on society.

If you're excited about this opportunity and believe you have the skills and experience to excel as our Head of Customer Service, we encourage you to apply now.

Job Types: Full-time, Contract

Contract length: 12 months

Pay: RM4, RM5,000.00 per month

Benefits:

  • Opportunities for promotion
  • Professional development

Application Question(s):

  • Describe a time you had to handle conflict or low performance within your team, what approach did you take?
  • How do you ensure your team stays empathetic and professional when dealing with challenging or emotional situations?

Education:

  • Diploma/Advanced Diploma (Required)

Experience:

  • Leadership: 2 years (Required)
  • Customer service: 3 years (Required)

Language:

  • English (Required)

Work Location: In person

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