Customer Support Team Lead

2 weeks ago


Kuala Lumpur, Malaysia MHA Consultancy Services Sdn Bhd Full time

Lead and motivate a team of customer service representatives, ensuring they meet performance targets and adhere to company policies.
- Provide ongoing training and development to team members, conducting regular performance reviews and offering constructive feedback.
- Handle escalated customer inquiries and complaints, providing solutions in a timely and professional manner.
- Identify areas for process improvement and implement changes to enhance efficiency and customer satisfaction.
- Prepare and analyze reports on team performance, customer feedback, and other key metrics. Present findings to management with recommendations.
- Work closely with other departments (e.g., HQ & IT) to ensure customer issues are resolved and service delivery is optimized.
- Monitor and evaluate the quality of service provided by the team, ensuring compliance with company standards and policies.

**Requirement**
- Minimum of 1-2 years of experience in customer service, with at least 1-2 years in a Loan industry.
- Bachelor’s degree in Business, Communications, or a related field is preferred.
- Proficiency in Thai (spoken and written) is required. Additional proficiency in Chinese is highly preferred.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Problem-solving and conflict resolution skills.
- Ability to multitask and prioritize in a fast-paced environment.
- Proficient in customer service software and CRM systems.
- Strong analytical skills and attention to detail.

Pay: RM3,000.00 - RM5,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Free parking
- Meal allowance

Schedule:

- Day shift
- Evening shift

Supplemental pay types:

- Commission pay
- Performance bonus

**Language**:

- Thai (required)
- Chinese (required)


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