Customer Service Team Lead

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Private Advertiser Full time 80,000 - 120,000 per year

Responsibility Service operation:

1-Work closely with the headquarters team to quickly implement service strategies, process adjustments, etc

2-Conduct regional business planning based on team efficiency and capability, to meet business needs; raise the bar and upgrade team value;

3-Strong customer service capabilities, proficient in the VIP/community/localization/app store review/offline events such as the service channels, can guide and help employees to improve service ability, and achieve performance targets incl. efficiency, quality, satisfaction etc;

4-Provide suggestions and feedback on CS strategy (quality criteria, SOP & scripts, crisis mgmt etc.) based on local insight.

Team Management:

1-Effectively manage team by performance management, culture building, effective communication etc.; sensitive to team feedback and take actions to ensure team stability and development;

2-Build team capability and ensure the capability level meets the requirements of service needs;

3-Develop, implement and maintain proper team charter/dsicpline requirements/job standards in accordance with local regulations.

Regional Publishing Support:

1-Work closely with regional publishing team, support them in special events/tasks and build trust/connection. ● Requirements 1-Bachelor or above degree, professional proficiency level in Chinese and English;

2-Minimum 3 years' working experience, with at least 1 year working as the team leader in large customer service centers, preferably in telecommunication, financial service, internet service etc. Industry; experience in Chinese or China-related companies is preferred;

3-Willing to take pressure and embrace change, with strong sense of service and work enthusiasm;

4-Competency in writing, analysis, communication and presentation skill, and proficiency in Microsoft office

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