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