Team Leader Customer Service

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia GoGoX Full time 60,000 - 80,000 per year

Location: Megan Avenue 2, Kuala Lumpur (MRT/ LRT accessible)
Working Arrangement: 5 days in office (Duty Roster between 7am to 12am, with 8 working hours per day)

What You Will Deliver

  • Oversee the day-to-day operations of the center
  • Allocate manpower resources effectively across all shifts
  • Motivate frontline team members to consistently improve performance
  • Ensure KPIs are met in accordance with company guidelines and standards
  • Identify and address existing and potential obstacles and gaps within the Customer Service (CS) team
  • Manage team performance, including handling underperformers and outliers through performance improvement plans
  • Handle customer complaints and issues via email and various online platforms
  • Deliver professional customer service to ensure a positive experience for all customers
  • Handle both inbound and outbound customer calls if required
Who You Are
  • Holder of an Associate's Degree or higher
  • Minimum 3 years of experience in a call center (experience in complaint handling is a plus)
  • Proven team leadership experience, with the ability to manage diverse personalities and performance levels
  • Strong command of written and spoken Cantonese, Chinese, and English
  • Proficient in Microsoft Office
  • Proactive problem-solver who can anticipate and mitigate challenges
  • Strong interpersonal and communication skills
  • Mature, independent, and highly motivated
What We Offer
  • Competitive salary package with attractive attendance and incentive bonuses
  • Fixed allowances (including meal and transport)
  • On-the-job training and continuous learning opportunities
  • A company culture that promotes growth, improvement, and career advancement
  • Rotational shifts: Morning, Noon, and Night (ending by 12am) — no overnight shifts

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