Closing Date : 09/07/2026

Assistant Manager, Customer Happiness  


Position Responsibilities:

  • Support the delivery of a Gold Standard customer experience across Malaysia and Singapore (MYSG) by ensuring efficient day-to-day customer support operations.

  • Maintain consistent service quality and ensure adherence to customer service standards and operational procedures.

  • Work closely with the Customer Happiness Manager to drive customer satisfaction and achieve service excellence.

  • Assist in resolving customer service operational challenges and escalations in a timely and effective manner.

  • Contribute to the implementation of service improvement initiatives to enhance the overall customer experience.

  • Support team development through coaching, guidance, and performance monitoring to build a high-performing team.

  • Monitor service performance metrics and identify opportunities to improve operational efficiency and customer satisfaction.

  • Participate in process enhancement initiatives to develop scalable, efficient, and customer-centric support operations.

  • Collaborate with cross-functional teams to ensure seamless customer support and alignment with business objectives.

  • Perform other duties and projects as assigned by the Customer Happiness Manager.

Qualification & Experience

  • Bachelor's Degree or higher in Business Administration, Customer Service, Hospitality, Communications, or a related field.
  • Minimum 5–10 years of experience in Customer Experience, Customer Support, Customer Service Operations, or a related function, with proven experience in a leadership or people management role

  • Skills & Knowledge

    • Operational & Customer Support Management

      • Strong understanding of end-to-end customer support operations across multiple channels (live chat, email, app support, retail-related cases).

      • Experience managing service KPIs such as FRT, RT, CSAT, QA, productivity, and SLA performance.

      • Knowledge of workforce planning, manpower forecasting, shift scheduling, and resource allocation.

      • Ability to manage operational budgets including manpower, tools, training, and engagement initiatives.

      • Familiarity with escalation management and crisis handling.

    • Customer Experience & Service Design

      • Strong understanding of customer journey mapping and Voice of Customer (VOC) analysis.

      • Ability to identify customer pain points and drive service improvement initiatives.

      • Experience improving customer experience across both digital and physical retail touchpoints.

      • Knowledge of customer satisfaction methodologies, complaint analysis, and service recovery practices

    • Leadership & People Development

      • Proven leadership and team management capabilities.

      • Strong coaching, mentoring, and performance management skills.

      • Experience building training plans, capability development frameworks, and succession pipelines.

      • Ability to foster a customer-first and accountability-driven culture.

      • Strong stakeholder communication and team collaboration skills.

    • Process Improvement & SOP Governance

      • Strong SOP development, documentation, and governance experience.

      • Knowledge of process optimisation, workflow improvement, and operational efficiency practices.

      • Experience implementing automation, self-service tools, or knowledge base enhancements.

      • Strong analytical and problem-solving mindset with continuous improvement capability.

    • Data, Reporting & Analytical Skills

      • Strong analytical skills with ability to interpret operational data and customer trends.

      • Experience preparing dashboards, reports, and performance insights for leadership.

      • Ability to conduct root cause analysis and recommend corrective actions.

      • Proficiency in Excel/Google Sheets and reporting tools.

    • Stakeholder & Cross-Functional Collaboration

      • Strong collaboration skills with Operations, Marketing, Product, Tech, CRM vendors, and Regional teams.

      • Experience managing cross-functional projects and driving alignment across departments.

      • Ability to communicate operational insights and recommendations effectively to leadership.

    • Preferred Knowledge & Tools

      • Experience in retail, F&B, e-commerce, or multi-site operations environment is an advantage.

      • Familiarity with CRM/ticketing platforms such as Zendesk, Freshdesk, Salesforce, or similar tools.

      • Understanding of customer support automation and AI-assisted service tools is an added advantage.

      • Knowledge of MYSG market operations and customer behaviour is preferred.


    a Necessity, not a Luxury