Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowFirst seen 3 days ago

Customer Service Manager APAC

Consult Group76 open roles

Where
Kuala Lumpur, Malaysia, Remote
Work mode
Remote
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowCustomer Service Manager APACConsult Group · Kuala Lumpur, Malaysia, Remote

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Consult Group's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 3 days ago

The posting

Our client is a global leader in fire protection, specializing in both fire detection and suppression systems for commercial, industrial, and high-risk environments. The company's solutions are designed to protect life, property, and business continuity by combining early-warning detection with rapid, effective fire response.

On the detection side, they manufacture advanced smoke, heat, and multi-sensor detectors connected to intelligent control panels that provide real-time monitoring, alarms, and automated safety responses. This ensures fires are identified at the earliest possible stage, allowing prompt action to minimize damage.

For suppression, they offer versatile mechanical systems, including sprinklers, pumps and flow-switches. These are tailored to specific risks and integrate seamlessly with detection systems, ensuring coordinated and efficient fire mitigation.

Renowned for reliability, innovation, and compliance with international standards, they deliver complete, configurable fire safety solutions trusted by businesses worldwide, making it a global leader in comprehensive fire protection.

JOB PURPOSE

The Customer Service Manager (CSM) role is responsible for supervising & coordinating the daily activities of the Customer Service Representatives (CSRs) to ensure superior customer experience outcomes that differentiate the company from others in the Global Commercial Fire Notification and Fire Suppression marketplace.

KEY RESPONSIBILITIES

CUSTOMER SERVICE MANAGER - APAC

Key Accountabilities

1. Leading and motivating the customer service team to provide exceptional service to customers.

2. Training staff in customer service techniques and company policies

3. Resolving complex customer complaints or enquiries

4. Monitoring and analyzing performance metrics to ensure customer satisfaction

5. Maintaining a deep understanding of company products and services to provide accurate information to customers

6. Oversee the recruitment, training, development, and performance management of Customer Service Representatives, fostering a positive and inclusive work environment.

  • Monitor Time Clock and approve CSRs hours worked.
  • Create, monitor, and maintain team schedule, including time off requests.
  • Fill in for CSRs as needed.
  • Maintains and communicates work procedures and policies to the team.
  • Observes and evaluates the performance of CSRs.
  • Coordinate the daily activities of the CSRs
  • Ensure that Customer Service Representatives are handling customer orders and
  • inquiries in a timely and courteous manner and in line with expected SLA for error-free order entry.
  • Ensure proper phone coverage and timely processing of all correspondence.

7. Coordinating with other departments to resolve issues impacting customer service.

8. Serve as the escalation point for complex customer orders and delivery schedule requests, working closely with relevant parties (Customer service, operations team members and at factories to resolve issues promptly and effectively.

9. Establish and maintain quality assurance processes and standards to ensure consistency and excellence in customer satisfaction.

10. Identify opportunities to streamline processes, improve efficiency, and enhance overall customer experience.

11. Makes recommendations to management concerning resource planning and improvement of process and procedures.

12. Reviews inventory reports & open order reports, research & expedites as needed.

13. Monitor the Customer Orders e-mail inbox, ensure Service Level Agreement (SLA) is being adhered to.

14. Handle additional requests/projects from management in a timely manner.

Required Qualifications

1. A minimum of 5 years of experience in customer service management.

2. Leadership and managerial skills with the ability to motivate, coach, and develop team members.

3. Ability to work outside non-standard work hours for meetings.

4. Strong software skills MS Office, Salesforce, and the company's proprietary developed software products.

5. Ability to act with integrity and professionalism.

6. Excellent communication and interpersonal skills with a customer-centric mindset.

7. Proven track record of driving results, meeting KPIs, and delivering high levels of customer satisfaction.

8. Knowledge of customer service best practices, quality assurance methodologies, and CRM systems.

9. Analytical mindset with the ability to interpret data, generate insights, and make data-driven decisions.

10. Ability to thrive in a fast-paced environment, manage multiple priorities, and adapt to changing business needs.

11. Working knowledge of MS Office Products (PowerPoint, Excel, Outlook, and Word).

12. Fluent in both English and Chinese.

Our client is proud to be an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees can thrive. They offer a competitive compensation package, including performance-based incentives and benefits, designed to reward talent and dedication. Flexible working arrangements, including home-based and hybrid options, are available to support work-life balance and accommodate individual needs.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Consult Group's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Consult Group's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Consult Group's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.