Team Lead Customer Services in Bangsar South Kl

1 week ago

Bangsar South, Malaysia Polymorph Recruitment Full time

As one of the leading Business Process Outsourcing (BPO) services providers based in Kuala Lumpur, Malaysia, they offer a range of services to help the clients achieve their business goals.

The management team brings decades of expertise in Shared Services, Finance, and Customer Service to support both back-end and front-end needs. This allows the clients to focus on the more critical areas of their growing business, while addressing their real needs in running a business.

Position: Customer Service (Team Leader)
Location: Bangsar South, Kuala Lumpur

**Responsibilities**:

- Drives and motivates team performance by building rapport and developing team members to ensure growth.
- Helps the team by handling escalations, including urgent, complex and sensitive cases from the team.
- Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback not only for performance but also attendance and adherence to policies.
- Works closely with the Workforce Management team to determine anticipated work volume and optimize work distribution.
- Proactively ask for and give feedback by communicating and coordinating with various departments to make positive changes in the organization.
- Identifies gaps and inefficiencies in targets, team performance and/or existing processes and procedures to increase the quality of customer experience.
- Understands and analyzes team performance reports for management updates to make data-driven decisions for better outcomes
- Contribute to the development of processes, procedures and guidelines to improve the quality of work.
- Completes additional tasks and projects as assigned as a role model to ensure the effective implementation of company policies and procedures.

**Requirements**:

- Minimum 1 year of relevant professional experience as a Team Leader in BPO or Customer Support Center.
- Proficient in English (both verbal and written).
- Able to work rotating shifts including weekends and public holidays.
- Experience in project management or analytic skills is an added advantage.
- Able to manage yourself in a calm and respectful manner under stress and pressure from critical customer escalations.
- Strong time management and multitasking skills.
- Excellent interpersonal skills for communicating with other stakeholders.

Remuneration packages:
Basic: RM4000 to RM4500
EPF, SOCSO, EIS

**Benefits**:
Annual Leave, Bonus & Etc
- Working Days: Monday-Friday (10am-7pm)
- Also their weekends will not be Saturday/ Sunday. They will have two rotation. e.g.: So some weeks off fall on Sunday/ Monday and other weeks Tuesday/Wednesday
- Public holiday: Only certain public holidays and they will give replacement leave for those.
- Probation will be 6 months.

**Job Types**: Full-time, Permanent

**Salary**: RM4,000.00 - RM4,500.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

**Experience**:

- Customer Service Team Lead: 1 year (required)

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