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Regional Customer Service Lead - APAC (Shared Services)

Kuala Lumpur Permanent Work from Home or Hybrid View Job Description
Lead end-to-end customer service operations across the APAC region, driving service excellence, operational reliability, and customer satisfaction. Partner with cross-functional teams to enhance processes, implement digital solutions, and build a high-performing shared services organisation.
  • Regional leadership role shaping APAC customer service operations
  • Opportunity to set up and scale a new team while driving continuous improvement

About Our Client

Our client is a well-established multinational organisation with a strong regional presence and a reputation for operational excellence. With a sophisticated shared services model, the company is committed to delivering consistent, high-quality service while continuously enhancing processes, technology, and customer experience across multiple markets.

Job Description

  • Lead the regional customer service function acrossAPAC, ensuring consistent and high-quality service delivery
  • Define and drive customer service strategy aligned with business goals and customer expectations
  • Oversee end-to-end order-to-cash operations, ensuring accuracy, efficiency, and compliance
  • Act as the escalation point for complex service issues, ensuring timely resolution and stakeholder alignment
  • Build, coach, and develop a high-performing, customer-centric team
  • Drive process standardisation, governance, and operational controls to ensure service reliability
  • Monitor key service KPIs and implement improvements
  • Lead continuous improvement and digitalisation initiatives, including automation and data-driven solutions

The Successful Applicant

A successful Regional Customer Service Lead should have:

  • Minimum 7-10years' experience in customer service, order management, or supply chain within a regional/global environment (Shared Services / Global Business ServicesGBS / Centre of ExcellenceCOE preferred)
  • Proven experience leading teams, ideally across multiple countries
  • SAP proficiency is a must
  • Strong knowledge of end-to-end order-to-cash processes
  • Experience driving transformation, process improvement, or digital initiatives
  • Strong stakeholder management and cross-functional communication skills
  • Analytical mindset with experience tracking and improving KPIs
  • Exposure to migration or knowledge transfer projects is an advantage

What's on Offer

  • Regional leadership opportunity with exposure to diverseAPAC markets
  • High-impact role driving customer experience and operational excellence
  • Opportunity to lead transformation and digitalisation initiatives



If you're ready to lead regional customer service operations and make a real impact in a shared services environment, apply now and take the next step in your career!

Contact
Marissa Nao
Quote job ref
JN-062026-7036828
Phone number
6012 306 0593

Job summary

Function
Procurement & Supply Chain
Specialisation
Customer Service / Order Management
What is your area of specialisation?
Business Services
Location
Kuala Lumpur
Contract Type
Permanent
Consultant name
Marissa Nao
Consultant contact
6012 306 0593
Job Reference
JN-062026-7036828
Work from Home
Work from Home or Hybrid

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.