Customer Service Manager APAC

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.