Customer Service Manager

TDOX IS HIRING

CUSTOMER SUCCESS / CRM & CUSTOMER SERVICE MANAGER

�� Kuala Lumpur | Full-Time | 1 Position

�� RM4,000 – RM7,000 BASIC + PERFORMANCE BONUS + INCENTIVE

Higher Basic Salary may be considered for strong experience, proven performance or exceptional capabilities.

�� ABOUT THE ROLE

TDOX is undergoing team expansion and organisational transformation. We are looking for someone to take ownership of our Customer Service, Customer Success and CRM function.

CUSTOMER SERVICE → CRM → CUSTOMER SUCCESS → RETENTION

Customer journey: Lead → Appointment → Visit → Purchase → Follow-up → Retention → Referral

Hands-on initially; as the team grows, you will build the system and lead the Customer Success / Customer Service team.

�� KEY RESPONSIBILITIES

�� CUSTOMER SERVICE & FOLLOW-UP

• Handle enquiries via WhatsApp / Phone / Online

• Understand needs, provide information & follow up

• Arrange / confirm appointments and reminders

• Follow up after consultations & re-engage inactive customers

• Ensure professional and timely communication

�� CRM & CUSTOMER JOURNEY

• Build & maintain CRM systems and customer databases

• Develop segmentation, Customer Journey & Follow-up SOPs

• Monitor activities and follow-up progress

• Improve show-up, conversion, retention & re-engagement

• Identify drop-off points and develop solutions

�� PERFORMANCE & IMPROVEMENT

• Track Leads, Appointments, Show-up Rate & Conversion

• Monitor Retention & Re-engagement

• Prepare reports, identify gaps and turn data into actions

�� FUTURE TEAM LEADERSHIP

• Lead Customer Service / Customer Success team

• Set KPIs; train & coach team members

• Monitor performance, service quality & response time

• Build a proactive, accountable, results-driven team

�� WHAT WE'RE LOOKING FOR

• Mandarin + English + Bahasa Melayu

• Customer Service / Customer Success / CRM / Sales Operations experience

• Team leadership experience is an advantage

• Medical / Aesthetic / Beauty / Healthcare / Wellness experience is an advantage

• CRM system & SOP experience preferred

• Strong communication, analytical & problem-solving skills

• Organised, KPI & results-driven

• Able to work independently, take ownership and make decisions

• Proactive, responsible and willing to learn

IDENTIFY PROBLEMS → BUILD SOLUTIONS → EXECUTE → MEASURE → IMPROVE

We don't want someone who only follows procedures. We want someone who can BUILD and IMPROVE the system.

�� SALARY & BENEFITS

RM4,000 – RM7,000 BASIC + PERFORMANCE BONUS + INCENTIVE

Final package: Experience + Capability + Leadership + Performance

Strong CRM / Customer Success / Customer Service / Sales Operations / Team Management experience may be considered for a higher package.

Have a higher salary expectation? Tell us. If you can build the function and deliver measurable results, we are open to discussing your package.

�� WHY JOIN TDOX?

TDOX is undergoing company-wide transformation and growth. You will not simply join an existing department — you will help BUILD it.

Build CRM | SOPs & KPIs | Customer Experience | Conversion & Retention | Management Exposure | Future Team Leadership | Business Growth

Work closely with: Management + Sales + Marketing + BD

�� ALL BACKGROUNDS WELCOME

Chinese • Malay • Indian • All Races

ATTITUDE + ABILITY + EXECUTION + RESULTS

�� APPLY NOW

Submit your CV through JobStreet

Current Position | Customer Service / CRM / Customer Success Experience | Team Management | SOP / Process Experience | Expected Salary | Availability

SERVE THE CUSTOMER. BUILD THE SYSTEM. DRIVE THE RESULTS. JOIN TDOX.