Customer Center Manager

GENERATL SUMMARY: This role leads the Southeast Asia Customer Center, covering Sales Qualified Lead generation, Care Plan renewals, and inbound customer support across the region with a personal focus on Singapore, Malaysia, and Philippines. The position manages a lean team and acts as a key driver of customer engagement, pipeline growth, and service excellence. ROLE AND RESPONSEIBILITY: 1. Team Leadership & Operations • Lead and manage the Southeast Asia customer center team to achieve business targets • Establish standardized processes across markets to ensure consistent customer experience • Leverage Five9 phone system to setup routings for different countries across the region • Monitor team performance and drive continuous improvement 2. Lead and Opportunity Management • Drive sales qualified lead (SQL) and opportunity generation through campaign follow-ups and database prospecting • Support campaign execution and feedback loops • Collaborate closely with Sales, Distributors and Marketing teams to improve conversion rates • Maintain a high-quality customer database in CRM 3. Inbound Customer Support • Serve as the first contact point for customer inquiries through phone and email • Work closely with Service team as the customer facing interface for repair and care plan inquiries • Ensure timely resolution and compliance with SLA standards 4. Care Plan Renewal • Lead Care Plan renewal strategy and execution • Contribute directly to recurring revenue growth QUALIFICATIONS: • Bachelor’s degree or above • More than 5 years of experience in Inside Sales or Customer Center • Proven team management experience preferred • Strong understanding of B2B sales and lead management • Fluent in English, Malay and Mandarin • Excellent communication and stakeholder management skills