Role Summary

As the HRBP for the Customer Service Department, you will serve as a day-to-day HR partner to managers and team leads within a fast-paced, frontline environment. You will support the delivery of solutions that address the practical challenges of a high-volume service team — from managing employee relations cases to supporting engagement and retention initiatives — under the guidance of the Head of Customer Service and the Head of HRBP.

Key Responsibilities

• Partner with Customer Service managers and team leads to understand team needs and provide hands-on HR support on day-to-day people matters.
• Support workforce planning activities such as headcount tracking, onboarding coordination, and attrition monitoring for the CS department.
• Handle first-level employee relations issues including grievances, disciplinary matters, and absence management, escalating complex cases to the Lead HRBP as needed.
• Assist managers in executing performance management processes, including PIPs, probation reviews, and appraisal cycles.
• Track and report on key HR metrics (e.g. turnover, absenteeism, engagement scores) for the CS department and flag trends to senior HRBPs.
• Support the rollout of HR initiatives and programmes within the CS department, ensuring good adoption and manager readiness.

Qualifications & Skills

• 3–5 years of HR experience, with some exposure to a business partnering or 
• generalist HR role preferred.
• Experience in a customer service, contact centre, or similarly fast-paced environment is an advantage.
• Practical, people-oriented approach with a willingness to work closely with frontline teams.
• Good communication and interpersonal skills, with the ability to build trust with managers and employees at all levels.
• Understanding of Malaysian labour laws and HR practices.

We regret to inform that only shortlisted candidates will be contacted.

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About Rockrose Executive Search

Rockrose is a Singapore-headquartered executive search firm for leadership hires in Revenue, Technology and Corporate functions across Asia. Visit our website to learn more. Rrose Pte. Ltd. EA License No: 22S1426