Customer Service Team Leader

4 days ago

Kuala Lumpur, Malaysia Canaan Communication & Technologies Sdn Bhd Full time

**Key Responsibilities**:

- Lead, motivate, and supervise a team of customer service representatives to achieve team objectives.
- Monitor and analyze team performance, ensuring adherence to key performance indicators (KPIs) such as response time, customer satisfaction, and service quality.
- Provide coaching, mentoring, and regular feedback to team members to enhance their skills and overall performance.
- Develop and implement strategies to improve team efficiency and service levels.
- Handle complex customer inquiries and escalations, ensuring timely resolution.
- Collaborate with other departments to streamline processes and enhance customer experience.
- Prepare and present regular reports on team performance and customer service metrics to senior management.
- Ensure compliance with company policies, procedures, and service standards.
- Assist in the recruitment, onboarding, and continuous training of new team members.
- Drive a customer-centric culture within the team, fostering an environment of accountability and excellence.

**Qualifications & Skills**:

- Minimum of 3 years of experience in customer service, with at least 1 year in a team leader or supervisory role.
- Strong leadership skills with the ability to manage and develop a team.
- Excellent communication and interpersonal skills.
- Problem-solving abilities with a focus on customer satisfaction.
- Proficiency in CRM tools (e.g., Zendesk, Salesforce) and Microsoft Office Suite (Excel, PowerPoint).
- Ability to work in a fast-paced environment and manage multiple tasks.
- Strong analytical and reporting skills.
- A diploma or degree in any field is preferred.

**Benefits**:

- Health insurance
- Professional development

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

Pay: RM4,000.00 - RM5,000.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Day shift
- Fixed shift

Application Question(s):

- Must be able to WORK FULLY FROM OFFICE at Jalan Tun Razak, KL
- Able to come onboard IMMEDIATELY. Please confirm here

Work Location: In person

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