About the role

We are seeking a highly motivated and experienced Service Assistant Manager to join our dynamic team at Jump Retail Sdn Bhd in Kuala Lumpur. As the Service Assistant Manager, you will play a pivotal role in overseeing the daily operations of our customer service department, ensuring exceptional standards of service and customer satisfaction.

What you'll be doing

Manage daily operations of the Huawei service center to ensure smooth workflow, efficiency, and compliance with company standards.

Oversee customer service quality, handle escalated cases, and ensure excellent after-sales experience.

Lead, train, and motivate the service center staff (frontline, technical, and support teams) to deliver top-quality service.

Track KPIs such as turnaround time (TAT), customer satisfaction

(CSAT/NPS), and service quality metrics.

Ensure adherence to Huawei’s service policies, warranty guidelines, and safety standards.

Monitor spare parts, tools, and equipment, ensuring accurate stock levels and efficient usage.

Coordinate regular training for service engineers and staff to keep up with new Huawei products and repair standards.

Provide regular reports on service performance, customer feedback, and competitor benchmarking to headquarters.

Actively resolve operational challenges, customer complaints, and process gaps to improve overall service delivery.

Support service-related campaigns (e.g., care days, warranty extensions, service promotions) to enhance customer loyalty.



What we're looking for

Minimum 5 years of experience in a customer service supervisory or management role, preferably in the retail industry

Strong leadership and people management skills, with the ability to motivate and inspire a team

Excellent communication and interpersonal skills, with the ability to liaise effectively with customers and cross-functional teams

Proven problem-solving and decision-making abilities, with a focus on delivering exceptional customer service

Proficient in data analysis and reporting, with the ability to identify and implement process improvements

Strong organisational and multitasking skills, with the ability to prioritise and manage competing priorities

Demonstrated understanding of retail operations, customer service best practices, and industry trends