Team Leader

16 hours ago

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

Job Title: Customer Service Team Leader

We 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, monitoring performance metrics, and resolving customer queries efficiently.

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 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.

Job Type: Full-time

Pay: RM4, RM5,000.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Work Location: In person

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