Team Lead, Customer Care

2 weeks ago


Penang, Malaysia Clarivate Full time

Team Lead - EndNote/Converis/RefWorks

We are searching for a skilled Team Lead to join our dynamic EndNote/Converis/RefWorks team in Penang. Dive into a world of innovation and creativity, collaborating with a diverse and passionate group. You will report directly to our respected Senior Manager, contributing to our standard of excellence. With our exceptional problem-solving skills, unwavering accountability, and transparent culture, we foster open communication where ideas thrive, and feedback is valued. If you are ready to join us on this journey, let's achieve our goals together

About You - experience, education, skills, and accomplishments- Minimum 2 years of people management within a 5-year Customer Service background.- Excellent verbal and written communication skills.- Quality focused with a passion for continuous improvement.- Experience in Microsoft Office (Excel, Word, and PowerPoint).- Meticulous and able to multitask.

It would be great if you are...- An independent decision-maker, adaptable to change, and innovative in identifying opportunities for process improvement.- A team player, passionate about guiding and coaching others to success.- Agile, quick-thinking, and capable of adapting to change.- Creative and innovative in identifying gaps in process environments.- Proficiency in organizing and optimizing customer support teams to elevate overall customer satisfaction.- Exhibit a "can-do" attitude, openness to feedback, and excellent problem-solving abilities with a keen eye for detail.

What will you be doing in this role?- Leading a team of frontline colleagues supporting the business operation.-
- Ensure the team's daily/monthly KPIs are met, such as Response Times via all channels, i.e., live, and non-live channels.- Support rotational shifts and ensure a smooth operation on 24/7 coverage.- Prepare the team shift and coverage planning.- Ensure communication is aligned across the board for the whole team.- Survey bucketing and survey follow-up with the customer.- Handle escalation from customers and internal colleagues.- Handle product outage issues and work with the Product Specialists and IT Team for resolution.- Complete the monthly case quality monitoring and ad-hoc case investigation.- Perform root cause analysis and provide coaching to maintain/improve the quality of the team case management.- Constantly develop and strengthen product and process knowledge by attending the Go-to-Market calls.- Work hand in hand with the Manager and Senior Leadership on operation management.- Prepare daily/monthly reports to the Leadership with analytical findings and forecasts.- Attend product meetings, leadership meetings, and monthly BU review meetings with stakeholders.- Proactively build a good rapport and be the point of contact with the stakeholders.- Involve in project management and departmental workstreams for process improvement.- Conduct 1:1 session, coaching and developing the growth of team members.- Administrative work such as leave approval, claims approval, and record keeping.- Conduct Team performance reviews.- Managing and delivering ad-hoc tasks from the leadership.

About the Team

Welcome to the forefront of innovation, right here in Penang At our leading corporation, we provide world-class services that redefine user experiences.

Team Division

EndNote, our flagship software referencing manager, empowers users worldwide to effortlessly build citations and bibliographies for their research endeavours.

RefWorks is an online tool for managing and citing research sources. It helps users collect, organize, and cite references in different styles. With features like cloud access and collaboration, it makes research easier and more efficient.

Converis is a system that helps universities and research organizations manage their research activities, including grants, publications, collaborations, and reporting.

Every day, our dedicated agents, spanning more than 40 countries across 6 continents, go above and beyond to ensure customer satisfaction reaches new heights. Here's what you can expect from us:
- Receive insightful advice and hands-on technical support delivered with a friendly touch.- Experience rapid diagnosis of product issues, coupled with patient and compassionate explanations.- Engage in a feedback loop that keeps our customer service relevant and cutting-edge.

Hours of Work

This is an onsite role requiring the employee to work 5 days per week, with a rotational shift schedule of 9 hours each day, inclusive of breaks, as per the prescribed shift roster. The employee may be required to work permanent night shifts or rotational shifts, as well as weekends, with advance notice of one month, based on business needs.

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulatio


  • Customer Care Advisor

    4 weeks ago


    Penang, Malaysia Clarivate Full time

    We are looking for a Customer Care Advisor to join our Customer Care in Penang. This is an amazing opportunity to work on Web of Science. The team consists of 22 people and is reporting to the Customer Care Manager and two Team Leads. About You - experience, education, skills, and accomplishments- An undergraduate degree from an accredited...

  • Customer Care Advisor

    4 weeks ago


    Penang, Malaysia Clarivate Full time

    We are looking for a Customer Care Advisor to join our Customer Care in Penang. This is an amazing opportunity to work on ScholarOne. The team consists of 13 Customer Care Advisors and is reporting to the Customer Care Manager. About You- Undergraduate degree from an accredited college/university required, science degree preferred.- 1+ years of customer...


  • Penang, Malaysia Clarivate Full time

    About You - experience, education, skills, and accomplishments - Undergraduate degree from an accredited college/university required, science degree preferred. - 1+ years of customer service experience - Analytical, troubleshooting, and decision-making skills - Strong interpersonal skills in dealing with people at all levels. - Excellent writing, phone...


  • Penang, Malaysia Zebra Technologies Full time

    **Remote Work: No** **Overview**: At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward. We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and...

  • Customer planner

    3 weeks ago


    Penang, Malaysia Bosch Full time

    Job Description1. Responsible for customer planning; manage daily email communication,customer files, and forecasts2. To check in-transit quantities for customer forecasts3. Collaborate with German supply chain planner and attend customer meetings4. Continuously oversee all parts shipments to Asia, including priority shipments5. Able to organize expedite...


  • Penang, Malaysia Azonic Automation & System Technology Sdn Bhd Full time

    **Responsibilities**: - Optimise customer service experience, create engaged customers and facilitate organic growth. - Take ownership of customers issues and follow problems through to resolution. - Establish a clear mission and initiate strategies focused towards that mission. - Set-up service procedures, policies and standards. - Keep accurate records...


  • Penang, Malaysia Zebra Technologies Full time

    **Remote Work: Hybrid** **Overview**: At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward. We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and...

  • Inside Sales Manager

    4 weeks ago


    Penang, Malaysia Zebra Technologies Full time

    **Remote Work: No** **Overview**: At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward. We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and...

  • Pricing Agent

    2 days ago


    Penang, Malaysia Expeditors Full time

    **Company Description** As a Fortune 500 company, Expeditors employs more than 19,000 trained professionals in a worldwide network of over 340 locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems. Our services include the...


  • Penang, Malaysia Vallaris Deal Advisory Pte Ltd Full time

    Are You A Big4 Deal Advisory Professional That's Hungry And Ambitious? If so, a career at VALLARIS will prime you for excellence. **Qualifications** - Must be from a Big4 professional services firm; - Mergers and acquisitions, business valuation, due diligence or forensic accounting specializations only; - Degree/Qualification in...


  • Penang Island, Malaysia Kuehne+Nagel Full time

    You are responsible to support our customers by providing helpful information, answering queries + resolving complaints. ** Your Role**: Utilizing your strong forwarding + market knowledge, you will provide front line support for customers to ensure customer satisfaction with our International Supply Chain (ISC) products, services + features. ** Your...


  • Penang, Malaysia Infineon Technologies Full time

    I n your new role you will: C - ustomer Master Data (CMD) setup & maintenance S - upport Global Customer Management team in customer setup, changes & update in all Customer Master Data systems & tools. E - nsure clean & quality data in the systems/database and Customer Master Data is maintain well & accurately in the systems or processes. S - upport...


  • Penang, Malaysia Two95 International Inc. Full time

    Company:Teleperformance Position:Customer Success Specialist Location: George Town, Penang, Malaysia Salary: RM 2,800 - RM 3,300 Language Requirement: English & Mandarin Working Hours: 9am to 6pm or 12pm to 9pm Overview: Respond to customer inquiries via phone and email. Serve as the primary contact for customers on the client's website. Embody the client's...

  • Itsm Consultant

    1 month ago


    Penang, Malaysia Zebra Technologies Full time

    **Remote Work: Yes** **Overview**: At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward. We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and...


  • Penang, Malaysia Ambu Full time

    Business Area: Production- Employment type: Full-time**Responsibilities**: 1.Lead in process transfer and capacity expansion activities for manufacturing processes and process equipment of new and existing production lines. 2. Coordinate and support Technical and Maintenance team in setting up Production equipment. Ensure equipment are setup, qualified and...


  • Penang, Malaysia DSS Software Solutions Sdn Bhd Full time

    We're seeking a dynamic individual to join our customer support team. If you're fluent in Mandarin and passionate about delivering exceptional service, we want to hear from you! **Responsibilities**: Provide top-notch customer support in Mandarin Ensure customer satisfaction and retention **Requirements**: Fluent in Mandarin (spoken and written) Excellent...

  • Customer Service

    4 weeks ago


    Penang, Malaysia JAC Malaysia Full time

    Contract type: - Permanent- Location: - Penang- Specialisation: - Engineering & Manufacturing- Reference: - PR/155686- Contact details: - Yuki Lim- Job published: - August 09, 2023 11:25- Job Responsibilities: - Duties involve but are not limited to supply chain services, inventory control, critical parts availability and material handling: - Customer...


  • Penang, Malaysia Growthfn Sdn Bhd Full time

    Immediate Hiring for Customer Service **Language Required**: Mandarin (Applicants must be able to read, write and speak mandarin language fluently) **Salary**: RM 2700 - RM 3200 Basic RM 600 Night Shift Allowances RM 500 Incentive for Working Pure Night shifts **Location**: Bayan Lepas, Penang **Requirements**: ✠Applicants must possess minimum...


  • Penang, Malaysia Marriott International, Inc Full time

    **Job Number** 23131385 **Job Category** Loss Prevention & Security **Location** Penang Marriott Hotel, One Marriott Drive, Penang, Malaysia, Malaysia **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **HOTEL DESCRIPTION** Perfectly positioned along Gurney Drive, a popular seafront promenade in George Town,...

  • Lead Premedia Artist

    3 weeks ago


    Penang, Malaysia SGK Full time

    **SGK is a global packaging and brand experience company. From idea to implementation, we deliver packaging solutions and brand experiences that give brands the freedom to speak louder, scale faster and grow stronger. We simplify marketing and amplify brands to deliver value. SGK is a Matthews International company.** **Position Summary**: Working within...