Customer Support Manager


Executive recruitment company Monroe Consulting Group Malaysia's Professional Division is recruiting on behalf of a leading translation service provider, highly recognised in Singapore for their excellence and reliability. They are now expanding their business into Kuala Lumpur, looking for a dynamic and driven Mid-Level Manager to lead their new venture and establish their services in this exciting market. In this role, you will oversee customer operations.

Job Responsibilities:

  • Overseeing customer service operations, managing customer-facing translation projects, collaborating with notarization and legalisation firms, and coordinating with the back-end team in Singapore.
  • Lead and manage customer service operations to ensure high-quality service delivery.
  • Serve as the primary point of contact for clients, addressing inquiries and resolving issues promptly and professionally.
  • Oversee the end-to-end translation process, ensuring timely and accurate project delivery.
  • Build and maintain strong relationships with clients, understanding their translation needs and providing tailored solutions.
  • Coordinate with the back-end team in Singapore to manage translation projects efficiently.
  • Establish and maintain partnerships with local notarization and legalization firms.
  • Manage the process of document notarization and legalization as required by clients
  • Assist in developing and implementing strategies to grow the business in the Malaysian market.
  • Monitor market trends and competitor activities to adjust strategies accordingly.
  • Recruit, train, and mentor a local team to deliver exceptional service and support to clients.



Job Requirements:

  • Bachelor's degree in Business Administration, Linguistics, or a related field.
  • Minimum of 3-5 years of experience in a mid-level management role, in translation services or a related industry.
  • Strong understanding of customer service principles and project management.
  • Experience working with notarization and legalization firms is highly desirable.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and manage multiple tasks effectively.
  • Strong leadership skills with a proven track record of managing and developing teams.