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Consumer Excellence/ Customer Service Manager

The Consumer Excellence/ Customer Service Manager leads Customer Care, Technical Service, warranty and customer experience, ensuring service quality, performance and continuous improvement across the after-sales journey.

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Job Responsibilities:

1.Consumer Excellence Management

  • Lead Customer Care, Technical Service, warranty and customer experience activities.
  • Set service standards, KPIs and escalation procedures.

2. Customer & Technical Service

  • Oversee customer complaints, warranty cases, technical service performance and escalated issues.
  • Ensure timely resolution and compliance with service and quality standards.

3. QMS & Continuous Improvement

  • Maintain service SOPs and drive improvements using customer feedback and service data.

4. Team Leadership

  • Lead, coach and develop Customer Care and Technical Service teams.

5. Reporting & Collaboration

  • Monitor service KPIs and report performance to management.
  • Coordinate with relevant functions on customer and service matters.

6. Others

    • Perform other duties and ad hoc assignments as required.

 

Job Qualification:

  1. Diploma or Bachelor’s Degree in Business Administration, Operations, Customer Service, Engineering, Quality Management or a related discipline.
  2. 5–8 years of experience in customer service, after-sales service, technical service, warranty or consumer products, with supervisory or managerial experience.
  3. Strong leadership, communication, problem-solving and escalation management skills.
  4. Good understanding of customer experience, warranty, service operations and QMS/SOP requirements.
  5. Data-driven approach with ability to monitor KPIs and drive service improvement.
  6. Home appliances, consumer electronics or manufacturing experience is an advantage.

Why Join Us?

  1. Competitive salary and performance-based incentives.
  2. Opportunities for leadership development and career growth.
  3. A collaborative, results-driven culture that values innovation and accountability.
  4. Be part of a company driving transformation and sustainable growth.
  5. Comprehensive benefits package and supportive work environment.

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