Customer Service Team Leader

3 days ago

Kuala Lumpur, Malaysia TikTok Full time

Responsibilities
About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About
- About the team
ADSEO-CSS team, which is providing customer service system construction and project operation services for all international products of ByteDance. Currently, the customer service projects include PICO, Capcut, Resso, Fizzo, and Soundon.

It is possible that this role will be exposed to harmful content as part of the core role/as part of project/ in response to escalation requests/by chance.

**Responsibilities**:
1. Leading, managing, recruiting, and developing the Customer Service team to maintain high standards and achieve full potential.
2. Take responsibility for ensuring that the team has the skills, resources, and support to perform at a high standard and look at ways to improve efficiency and team success.
3. Manage policy and project localization, manage CS projects with the PM, and produce outputs in accordance with expectations.
4. Continuously evaluate outcomes, manage team members' performance. Analyze, report and optimize processes to ensure productivity, quality, and efficiency goals can be met.
5. Cultivate an inspiring team environment with clear communication and aligned goals for success.

**Qualifications**:
Minimum Qualification
1. Bachelor's Degree or equivalent education/experience, advanced degree is preferred.
2. Proficiency in English and Mandarin, as the role will be handling escalations that requires mandarin skills.
3. Have 2+ years of proven leadership skills and experience in leading or managing people, ability to do root cause analysis and follow through with/action on the insights gained to drive performance.
4. Have proven experience of working with data, particularly in data analysis revolving around performance.

Preferred Qualification
5. Driven and self-motivated with a desire to keep improving, demonstrating strong attention to detail and the ability to work independently.
6. Have exceptional interpersonal & communication skills with a passion for working in a team environment.
7. Having experience in customer service BPO/call center/related environment is a plus
8. Proven project management skills and related experience are preferred.
- TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

  • Team Leader

    5 days ago

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

    **Job Title**: Customer Service Team Leader **Key Responsibilities**: - Lead, motivate, and supervise a team of customer service representatives to achieve team objectives. - Monitor and analyse team performance, ensuring adherence to key performance indicators (KPIs) such as response time, customer satisfaction, and service quality. - Provide coaching,...

  • Customer Service

    5 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 analyse 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...

  • Team Leader

    5 days ago

    Kuala Lumpur, Malaysia Tribe Business Services Sdn Bhd Full time

    The Customer Service Team Leader will be responsible for overseeing the day-to-day operations of our customer service team. This individual will manage workflow, provide guidance and support to customer service representatives, and ensure that customer inquiries and orders are handled promptly and professionally. Customer Service Team...

  • Team Leader

    2 weeks ago

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

    Job Title: Customer Service Team LeaderWe are seeking an experienced and highly motivated Customer Service Team Leader to manage a team of customer service representatives. The ideal candidate will ensure that the team delivers exceptional service by providing guidance, training, and performance feedback. This role involves overseeing day-to-day operations,...

  • Team Leader Customer Service

    3 days ago

    Kuala Lumpur, Malaysia QuessGlobal (Malaysia) Sdn Bhd Full time

    **Position: Customer Service Team Lead (Mandarin Speaker)** **Location : Bangsar** **Responsibilities**: - Monitor call quality and coach a team of Customer Service Professionals (CSPs) on service accuracy, customer handling, and process knowledge - Communicate management objectives and ensure team efforts align with company goals - Manage real-time...

  • Customer Service Team Leader

    3 days ago

    Kuala Lumpur, Malaysia BID Operations Full time

    **Requirements**: **Team Leadership**: - Inspire and empower a team of customer service representatives, guiding them towards success. - Set clear performance goals, provide regular feedback, and conduct performance evaluations to drive continuous improvement. - Cultivate a positive and collaborative team environment that fosters growth and...

  • Team Leader Customer Service

    1 week 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...

  • Team Leader

    1 week ago

    Kuala Lumpur, Malaysia TaskUS Full time

    So what does a Team Leader really do? Think of yourself as one of the leaders of your department and not just anyone is qualified for this role. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch. We need your full concentration because it's time to imagine what it's like being...

  • Customer Service

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia E Team Inc Full time

    The Role: You will be responsible for : Handling inbound calls and emails in a professional manner.Resolving customer inquiries and requests and ensuring strong customer satisfaction.Working with various internal teams to ensure prompt and accurate order processing and delivery.Escalating customer feedback as required.Ideal Profile:You have at least 1 year...

  • Customer Service Team Leader

    1 day ago

    Kuala Lumpur, Malaysia Zurich Insurance Full time

    Job Summary- Develop, implement and maintain the optimum International Program solution for each assigned customer, working only on the most complex and/or multi line propositions, to deliver excellent service to customers and ensure profitable business outcomes.- Job Accountabilities - Key Accountabilities- Design and articulate program structure and...