Team Leader, Customer Service

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia TSING DIGITAL TECHNOLOGY SDN. Full time 96,000 - 120,000 per year

Job Scope:

  • Lead and manage the daily operations of the team to ensure achievement of team goals and key performance indicators (KPIs).
  • Assign tasks and monitor team members' progress to ensure timely completion of work objectives.
  • Monitor team performance through call quality evaluations and customer feedback, identifying issues and providing effective coaching.
  • Motivate team members by conducting performance coaching and skills development training to improve overall team performance.
  • Handle customer complaints and escalations promptly to ensure timely and satisfactory resolution.
  • Organize regular team meetings to communicate company policies, process updates, and performance results.
  • Maintain a positive team environment and promote collaboration and communication within the team.
  • Ensure team members comply strictly with company policies and standard operating procedures (SOPs).

Requirements:

  • Minimum 1-3 years of experience managing teams in a call center, BPO, or ecommerce environment
  • Experience managing ecommerce support or operations teams is preferred.
  • Strong understanding of customer service processes and key performance indicators (KPIs) such as AHT, FCR, and CSAT.
  • Excellent communication and team management skills, with the ability to motivate and coach team members.
  • Strong problem-solving skills to effectively handle customer complaints and internal team issues.
  • Highly responsible with good time management and organizational skills.
  • Basic data analysis skills and proficiency in MS Office (Excel, Word, PowerPoint).
  • Ability to work well under pressure and adapt to changing situations.
  • Fluent in spoken and written Chinese, English, and Malay (preferable Mandarin Speaker)

Job Type: Full-time

Pay: RM5, RM8,000.00 per month

Benefits:

  • Opportunities for promotion
  • Professional development

Work Location: In person

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