Customer Service Team Leader

3 weeks ago

Kuala Lumpur, Malaysia BID Operations Full time

**Requirements**:
**Team Leadership**:

- Inspire and empower a team of customer service representatives, guiding them towards success.
- Set clear performance goals, provide regular feedback, and conduct performance evaluations to drive continuous improvement.
- Cultivate a positive and collaborative team environment that fosters growth and teamwork.

**Customer Relationship Management**:

- Build and nurture strong relationships with clients, ensuring their needs and concerns are addressed promptly and effectively.
- Resolve escalated customer issues and consistently deliver exceptional customer satisfaction.
- Analyze customer feedback to identify areas for improvement and implement strategies to enhance service quality.

**Process Improvement**:

- Identify opportunities to streamline and enhance customer service processes, maximizing efficiency.
- Develop and implement efficient procedures for handling inquiries, complaints, and requests.
- Monitor key performance indicators (KPIs) and devise strategies to surpass targets.

**Training and Development**:

- Provide continuous training and coaching to customer service team members, enabling their growth and success.
- Ensure team members possess comprehensive product knowledge and are well-versed in company policies.
- Promote a culture of continuous learning and personal development.

**Data Analysis and Reporting**:

- Analyze customer service data to identify trends, improvement opportunities, and actionable insights.
- Prepare regular reports on team performance, customer feedback, and relevant metrics.

**Collaboration**:

- Work closely with other departments, such as Sales and Product Development, to effectively communicate customer needs and feedback.
- Collaborate on cross-functional projects to elevate the overall customer experience.

**Qualifications**:

- A degree in business administration or a related field is highly preferred.
- Demonstrated experience in managing customer service
- Strong skills in leadership and team management are essential.
- Excellent communication and interpersonal abilities are a must.
- Proficiency in Zendesk (preferred) and other customer service software and tools is necessary.
- Fluency in both English and Mandarin is required.
- Strong problem-solving and conflict resolution skills are desired.
- An analytical mindset with the ability to interpret data and make informed decisions is important.
- Flexibility to adapt to changing priorities and work in a fast-paced environment is a must.

**Benefits**
- Competitive salary and performance-based bonuses.
- Rewarding career development with regional exposures
- Young, vibrant and open work culture
- Health and wellness benefits.
- Collaborative and inclusive work culture.

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