Customer Center Manager
GENERATL SUMMARY:
This role leads the Southeast Asia Customer Center, covering Sales Qualified Lead generation, Care Plan renewals, and inbound customer support across the region with a personal focus on Singapore, Malaysia, and Philippines. The position manages a lean team and acts as a key driver of customer engagement, pipeline growth, and service excellence.
ROLE AND RESPONSEIBILITY:
1. Team Leadership & Operations
- Lead and manage the Southeast Asia customer center team to achieve business targets
- Establish standardized processes across markets to ensure consistent customer experience
- Leverage Five9 phone system to setup routings for different countries across the region
- Monitor team performance and drive continuous improvement
2. Lead and Opportunity Management
- Drive sales qualified lead (SQL) and opportunity generation through campaign follow-ups and database prospecting
- Support campaign execution and feedback loops
- Collaborate closely with Sales, Distributors and Marketing teams to improve conversion rates
- Maintain a high-quality customer database in CRM
3. Inbound Customer Support
- Serve as the first contact point for customer inquiries through phone and email
- Work closely with Service team as the customer facing interface for repair and care plan inquiries
- Ensure timely resolution and compliance with SLA standards
4. Care Plan Renewal
- Lead Care Plan renewal strategy and execution
- Contribute directly to recurring revenue growth
QUALIFICATIONS:
- Bachelor’s degree or above
- More than 5 years of experience in Inside Sales or Customer Center
- Proven team management experience preferred
- Strong understanding of B2B sales and lead management
- Fluent in English, Malay and Mandarin
- Excellent communication and stakeholder management skills