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Customer Service Team Lead

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hytech Full time 60,000 - 120,000 per year

Role and Responsibilities:


• Lead and motivate a team of customer service representatives to achieve performance goals and

deliver exceptional service.


• Conduct regular team meetings, provide constructive feedback, and facilitate professional

development.


• Set and maintain high standards for customer service, ensuring that the team meets or exceeds

customer satisfaction targets.


• Handle escalated customer issues and ensure prompt resolution.


• Foster open communication within the team and across departments.


• Act as a liaison between the customer service team and other departments to address issues

and streamline processes.

Qualifications and Requirements:


• Bachelor's degree in business study or any related field.


• Proven experience in a customer service role, with at least 2 years in a leadership or supervisory

capacity.


• Have experience in resolving customer inquiries and handling complaints.


• Proven track record of training CS new joiners and quality control management.


• Ability to work in a fast-paced environment and adapt to changing priorities.


• Proficiency in Zendesk and CS CRM system will be an added advantage.


• Knowledge of the fintech industry will be an added advantage.