Customer Service Team Lead

2 days ago

Greater Kuala Lumpur, Malaysia LanceSoft, Inc. Full time 78,000 - 93,000 per year

Customer Service Team Leader: Digital Banking project (Bilingual)

Support Location: Menara UOA Business Park, Subang Jaya (linked to LRT/KTM Subang

Jaya)

Working Hours: 1:30 PM – 10:30 PM Work Days: Sunday to Thursday (Off days: Friday &

Saturday)

Employment Type: Full-Time

Salary: RM6,500 (Max) + RM500 KPI Allowance

Language required: Mandarin

Key Responsibilities:

* Lead and motivate a team of Customer Service Executives

* Monitor daily team performance and service level metrics

* Conduct coaching, feedback sessions, and performance evaluations

* Handle escalations and ensure timely resolution of customer issues

* Liaise with internal departments to ensure operational efficiency

* Drive continuous improvement initiatives across the team

* Ensure adherence to company policies, compliance, and SOPs

Requirements:

* Minimum 2 years of experience in customer service/contact centre

* At least 1 year in a team leader/supervisory role

* Strong leadership and people management skills

* Excellent verbal and written communication in English

* Familiarity with digital banking or financial services is an advantage

* Able to work on the specified shift and rest days


•Strong command of Mandarin and English in both verbal and written

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