Customer Service Team Lead

17 hours ago

Klang, Selangor, Malaysia iSoftStone Full time 40,000 - 80,000 per year

About Us:

We are seeking an experienced and dynamic Customer Service Lead to oversee a growing team and ensure the delivery of outstanding service to our customers. The ideal candidate will have a strong background in BPO management, customer service, and team leadership, with a proven track record of optimizing operational performance, maintaining service standards, and resolving business challenges proactively.

This role requires a fluent communicator in Mandarin and English, with the ability to navigate fast paced environments and foster a collaborative team atmosphere.

Key Responsibilities:

  • Lead and manage a customer service team of 30+ members, ensuring high performance and alignment with business objectives.
  • Develop, maintain, and enforce Standard Operating Procedures (SOPs) to ensure consistency and quality in service delivery.
  • Conduct training programs for new hires and ongoing development for existing team members.
  • Track and report daily performance metrics, offering insights and solutions for improvement.
  • Proactively identify and resolve business problems, implementing solutions to enhance customer satisfaction and operational efficiency.
  • Foster a team-oriented environment that encourages collaboration, open communication, and a positive workplace culture.
  • Act as a liaison between internal teams and customers, ensuring smooth communication and issue resolution.
  • Ensure adherence to company policies and procedures, while striving to exceed customer expectations.
  • Contribute to process improvements and best practices to drive operational success.
  • Location: KL-reachable by public transport
  • Able to commit to 2 different working shift hours: 9am-6pm/1pm-10pm

Qualifications:

  • Bachelor's degree holder in any courses are preferred.
  • At least 3 years of customer service lead experience in BPO management, customer service, project management, or a similar role.
  • Proven experience managing a team of 20 to 30 customer service members.

Skills

  • Strong organizational and multitasking skills with the ability to lead and motivate a team.
  • Experience in maintaining and updating SOPs and performance tracking.
  • Strong problem solving skills and a proactive approach to business challenges.
  • Excellent communication skills in Mandarin, and English (spoken and written). Knowing Cantonese language is just a plus point.
  • Showed strong mobile gaming literacy, for example Honors of Kings, Mobile Legends or PUBG

Personal Attributes

  • A team player with a strong desire to work in a fast paced, dynamic environment.
  • Adaptable, with a focus on continuous improvement.
  • Detail oriented and able to maintain a high lev el of service quality.

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