CS Team Leader/ Assistant Manager – Customer Service (Malaysia)

Location: Subang Jaya, Selangor, Malaysia (Subang Office)

Company

hirify.global operates in technology distribution and provides structured customer service operations supporting business accounts.

What you will do

• Lead and develop the Malaysia customer service team while maintaining accountability for service quality and performance.
• Oversee customer queries, orders, escalations, backlog, aged cases, and resolution timelines.
• Partner with Sales to support strategic global and regional accounts and improve customer retention and growth.
• Track SLA, productivity, backlog, and other performance metrics; conduct reviews and provide actionable feedback.
• Simplify processes, support automation and standardization, and maintain compliance with policies, controls, and audit requirements.
• Collaborate with Sales, Supply Chain, and Finance to resolve issues and contribute to regional transformation initiatives.

Requirements

• Experience in customer service operations, preferably in a B2B or distribution environment.
• Prior experience managing teams and driving performance in a structured setup.
• Strong ownership, reliability, accountability, and operational discipline.
• Ability to manage customer escalations, performance gaps, and cross-functional issues clearly and proactively.
• Ability to build credibility with stakeholders and align customer service priorities with business objectives.

Culture & Benefits

• Accountable, proactive, and solution-focused leadership environment.
• Focus on customer priorities, operational excellence, and business alignment.
• Structured performance management with clear SLA and productivity targets.
• Opportunity to contribute to process improvement, automation, standardization, and regional initiatives.