Customer Service Manager, Asia (Senai, MY, 81400)

LyondellBasell
Malaysia
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: bachelorsSkills: ["Leadership","People management","Data analysis","Communication","Cross-functional collaboration"]

Lead and develop a geographically dispersed customer service team across Asia-Pacific, setting regional customer service strategies, KPIs, and procedures aligned to company standards. Monitor performance metrics, drive continuous improvement, and act as the escalation point for complex customer inquiries and escalations. Collaborate with cross-functional teams, ensure compliance with regional regulations and company policies, and report results and customer feedback to senior management.

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FursaFursa
LyondellBasell
LyondellBasell
3 days ago

Customer Service Manager, Asia (Senai, MY, 81400)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Lead and develop a geographically dispersed customer service team across Asia-Pacific, setting regional customer service strategies, KPIs, and procedures aligned to company standards. Monitor performance metrics, drive continuous improvement, and act as the escalation point for complex customer inquiries and escalations. Collaborate with cross-functional teams, ensure compliance with regional regulations and company policies, and report results and customer feedback to senior management.
Location: Malaysia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, manage, and develop a geographically dispersed customer service team across APAC, ensuring training, tools, and support.
  • •Drive engagement, motivation, retention, coaching, performance reviews, and recognition to foster customer-centricity and continuous learning.
  • •Develop and implement regional customer service strategies, policies, KPIs, and procedures that align with company standards while adapting to local needs.
  • •Monitor and analyze customer service KPIs and productivity, driving continuous improvement to meet or exceed targets.
  • •Oversee the resolution of complex customer inquiries, complaints, and escalations, acting as the escalation point for critical issues.

Key Requirements

  • •Bachelor’s degree.
  • •At least 8–10 years of customer service management experience, including at least 3 years leading regional teams with people management.
  • •Expert knowledge of the Order-to-Cash (OTC) process and proficiency in SAP system operations.
  • •Ability to analyze KPIs, identify trends, and implement data-driven improvements (Excel; BI tools like PBI are a plus).
  • •Fluent English and Chinese (speaking and writing); any additional Asian country language is a plus.
Experience:8+ yearsAPACCustomer serviceOrder-to-Cash (OTC)
Education:Bachelor's
Skills:LeadershipPeople managementData analysisCommunicationCross-functional collaboration
Languages:EnglishChinese
Tech Stack:SAPExcelPBIPower BI

Company Brief

LyondellBasell
Global chemical company producing plastics, chemicals, and refining products for industries including packaging, automotive, and construction. Operates manufacturing sites and technology licensing worldwide, focusing on polymer solutions and sustainability initiatives.
Industry: Chemical Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Houston, United States
Founded: 2009
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn