Luxury Men's Heath Care Clinic

1 week ago

Bangsar, Malaysia Luxury Business Solutions Full time

**Role Overview**:
We are looking for a passionate, sales-driven **Team Lead - Customer Service** to oversee and elevate the customer support function. This role is pivotal in managing the full spectrum of online customer enquiries and playing a key role in converting inbound leads from digital marketing efforts into paying customers. If you have a strong background in customer service with a sharp commercial mindset, we want to hear from you.

**Key Responsibilities**:

- Manage and respond to customer enquiries in a timely, empathetic, and solutions-focused manner
- Drive conversion of warm leads from digital marketing campaigns by effectively communicating product benefits and addressing customer concerns
- Collaborate with the marketing and operations teams to align customer touchpoints with campaigns and service flows
- Develop scripts, FAQs, and customer support SOPs to ensure consistent and high-quality responses
- Monitor customer service KPIs (response time, satisfaction scores, conversion rate, etc.) and continuously optimize processes
- Handle escalated or sensitive cases with professionalism, ensuring positive resolution and customer retention
- Provide regular performance and feedback reports to management with recommendations for improvement
- Ensure CRM data is accurately recorded, tracked, and utilized for follow-ups and sales closure

**What We’re Looking For**:

- 5 - 7 years of experience in customer service, preferably in healthcare, wellness, e-commerce, or hospitality industries
- Proven ability to convert customer enquiries into sales
- Strong leadership and team management skills
- Excellent written and verbal communication skills in English (Mandarin is a plus)
- Empathetic, proactive, and solution-oriented mindset
- Tech-savvy with experience using CRM systems, live chat platforms, and sales funnel tracking tools
- Comfortable working in a fast-paced, startup environment with evolving priorities

Pay: RM5,000.00 - RM8,000.00 per month

**Benefits**:

- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Work Location: In person

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