Team Leader

1 week ago

Kuala Lumpur, Malaysia Brandt Business Services Sdn. Bhd. Full time

**Responsibilities**:

- Lead and manage a team of customer care specialists, providing guidance, support, and coaching to ensure team performance and productivity.
- Set clear performance goals and objectives for the team, regularly monitoring and evaluating individual and team performance.
- Foster a positive and motivating work environment that encourages teamwork, collaboration, and continuous improvement.
- Handle escalated customer issues and complaints, demonstrating effective problem-solving skills and ensuring timely resolution.
- Conduct regular team meetings to communicate updates, share best practices, and address any challenges or concerns.
- Collaborate with other departments to streamline processes, improve customer service procedures, and enhance the overall customer experience.
- Develop and maintain a deep understanding of the company's products, services, and policies to provide accurate information and support to both team members and customers.
- Monitor customer interactions and transactions, ensuring quality assurance standards are met and customer satisfaction is achieved.
- Create and maintain comprehensive reports and metrics to track team performance and identify areas for improvement.
- Stay updated with industry trends and best practices in customer service management, sharing relevant insights with the team.

**Requirements**:

- Bachelor's degree in any discipline, with a focus on business administration or a related field preferred.
- Minimum of 4 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
- Excellent verbal and written communication skills, with a strong command of the English language.
- Proven ability to lead and motivate a team, driving high performance and achieving targets.
- Exceptional problem-solving and decision-making skills, with the ability to handle complex and sensitive customer issues.
- Strong organizational and time management abilities, with the capability to prioritize tasks and manage multiple responsibilities.
- Proficiency in using customer support software and ticketing systems.
- Knowledge of contact center operations and customer service best practices.
- Ability to work collaboratively with cross-functional teams and stakeholders.
- Flexibility to adapt to changing business needs and work in a fast-paced environment.
- Empathetic and customer-centric mindset, with a genuine passion for delivering excellent customer service.

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