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Customer Care Assistant Manager

EMAX Corporate

2.9
2 reviews
EMAX Corporate
Job Type   /   Job Level
Full-time   /   Others/Any
Company Location
Malaysia
Key Responsibilities

Team Leadership

  • Lead and mentor junior and senior executives to achieve performance goals.
  • Conduct daily case reviews and quality assurance checks.
  • Track team performance through KPIs and metrics to drive results.

Complaint & Risk Management

  • Manage high-value or high-risk customer cases with professionalism.
  • Approve goodwill or service recovery actions within your authority.
  • Escalate legally sensitive matters to management when necessary.

Brand & Reputation Oversight

  • Oversee the strategy for managing online reviews, including Google.
  • Ensure consistent brand tone and messaging across all public responses.

Reporting & Continuous Improvement

  • Prepare monthly reports on complaints, risks, and trends.
  • Identify recurring service gaps and propose actionable improvements.

Requirements

  • 4–6 years of experience in customer service, complaint management, or related fields.
  • Prior supervisory or team leadership experience preferred.
  • Experience handling legal-sensitive or tribunal cases is an advantage.
  • Strong leadership, decision-making, and problem-solving skills.
  • Analytical mindset with structured thinking.
  • Ability to remain calm and composed during crisis situations.
  • Able to communicate effectively in English, Malay, and Mandarin
Jobs in Malaysia   »   Jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia   »   Customer Care Assistant Manager

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