Customer Service Team Lead

**Are you a passionate leader with a proven track record in customer service?** CARSOME, Southeast Asia's largest integrated car e-commerce platform, is searching for a dynamic and experienced Customer Service Team Lead to inspire and guide our team to deliver exceptional customer experiences. If you thrive in a fast-paced environment, enjoy developing talent, and have a knack for problem-solving, we encourage you to apply

**As a Customer Service Team Lead at CARSOME, you'll play a crucial role in driving team performance and ensuring customer satisfaction.** You will lead, mentor, and coach a team of customer service representatives, empowering them to provide outstanding support and resolve customer inquiries effectively.

**What You'll Do**:

- **Lead & Inspire**: Manage, motivate, and guide a team of customer service representatives to achieve performance goals and deliver exceptional customer service.
- **Coach & Develop**: Provide ongoing training, feedback, and support to team members, fostering a culture of continuous improvement and professional growth.
- **Performance Management**: Monitor team performance metrics, analyze data, and provide regular reports to management. Identify areas for improvement and implement strategies to enhance team effectiveness.
- **Customer Advocate**: Resolve complex customer issues and complaints, escalating cases as needed. Ensure customer satisfaction and build strong customer relationships.
- **Process Improvement**: Collaborate with internal teams to identify and implement process improvements to streamline operations and enhance the customer experience.
- **Knowledge Management**: Contribute to the development of training materials, support documentation, and FAQs to empower the team with the knowledge and resources they need to succeed.
- **System Proficiency**: Utilize CRM software (e.g., Zoho) and CMS tools to track customer interactions, transactions, and team performance data.

**What You'll Bring**:

- **Leadership Experience**: Minimum 2 years of experience in a customer service or team leadership role, preferably in a fast-paced environment.
- **Customer Focus**: A strong commitment to delivering exceptional customer experiences and building positive relationships.
- **Communication Mastery**: Excellent verbal and written communication skills in English and Bahasa Malaysia. Proficiency in Mandarin/Hokkien/Cantonese is a strong advantage.
- **Problem-Solving Prowess**: Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions.
- **Technical Aptitude**: Comfortable using CRM software (e.g., Zoho) and CMS tools to manage customer interactions and track team performance.
- **Adaptability & Resilience**: Ability to multitask, prioritize, and manage time effectively in a dynamic and demanding environment.
- **Team Player**: Collaborative and supportive approach, fostering a positive and productive team environment.
- **Availability**: Willingness to work a flexible schedule, including weekends and public holidays.

**Why CARSOME?**
- **Make an Impact**: Lead and develop a high-performing team that plays a critical role in CARSOME's success.
- **Career Growth**: Opportunities for professional development and advancement within a rapidly growing company.
- **Dynamic Culture**: A fast-paced, collaborative, and rewarding work environment where innovation and excellence are valued.
- **Competitive Rewards**: Attractive salary and benefits package, including health insurance, generous leave policies, and exclusive discounts within the CARSOME ecosystem. (Details to be shared during the interview process.)

**Keywords**: Customer Service Team Lead, Team Leader, Customer Support Manager, Call Center Team Lead, Customer Service Supervisor, Sales Team Lead, Zoho, CMS, Automotive, Cars, Used Cars, Malaysia, Kuala Lumpur, Selangor, Petaling Jaya, Kelana Jaya

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

Pay: RM4,500.00 - RM5,000.00 per month

**Benefits**:

- Additional leave
- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Day shift
- Fixed shift
- Weekend jobs

Supplemental Pay:

- Commission pay

Ability to commute/relocate:

- Petaling Jaya: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- What's your expected salary?

**Experience**:

- Team Leader: 1 year (required)

Work Location: In person

Application Deadline: 03/27/2025