Team Lead Customer Service

7 days ago

Kuala Lumpur, Malaysia Growthfn Sdn Bhd Full time

**Role & Responsibilities**:

- Delivery excellent customer support & services and offering patient assistance at all times.
- Respond to customer’s inquiries over knowledge acquired through training (client product, continuous improvement, and refresher courses).
- Deliver customers support & services effectively through active communications.
- Meet and exceed all key performance indicators set by the company and the client.
- Operation Compliance Management
- Recruitment, mentoring and training up junior and new staffs
- Ensure all staffs are well trained & go-live with the skills smoothly executed & follow their daily operation workflow.
- Performance management: career counseling, coaching, performance development, 1:1's mentoring, Team huddle, Ops calibration etc.. to make sure the team achieve the glide goal.
- Handle client issues throughout the implementation life cycle in a timely and accurate fashion.
- Control Team roster to be efficiencies and work with SMEs/QAs/Trainers to gather feedback regarding productivities and quality problems for service improvement.
- Quality Audit, CSAT deep dive, Payment audit, etc. (depend on client expectations)
- Working with Global team & build up client relationship and handle all reports (if needed)

**Lead Requirement**:

- Fluency in English + Korean (Speaking, listening, writing and reading). working 100% English.
- University/Colleges required.
- 2 years minimum supervising/leading a team of 15 or more people, in a contact center environment.
- Experience in a high-growth organization strongly preferred.

Pay: RM11,500.00 per month

**Benefits**:

- Professional development

Schedule:

- Rotational shift

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Team Lead Customer Service: 1 year (required)

**Language**:

- English (required)
- Korean (required)

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