Location: Kuala Lumpur, Malaysia
Working Hours: Shift between 7AM - 11PM, 5 days a week (Monday - Sunday)
Salary: RM 5,700 (total salary) + KPI Allowance
Job Description:
As a Customer Service Team Lead, you will be responsible for guiding and motivating a team of customer service agents to achieve operational excellence and meet performance targets. You will foster a positive team environment, encouraging collaboration and open communication among team members. Your role will involve providing hands-on support, coaching, and feedback to enhance team performance while ensuring adherence to standard operating procedures. By actively participating in daily operations, you will help create a culture of accountability and continuous improvement, ensuring exceptional service delivery to our clients.
Team Management:
- Supervise and support a team of customer service agents, including scheduling shifts, monitoring performance, and conducting regular team meetings.
- Provide guidance and feedback to team members to enhance their skills and performance.
- Handle escalated customer issues and complex inquiries, ensuring resolution in a timely and satisfactory manner.
Performance & Quality Monitoring:
- Track and analyse key performance indicators (KPIs) including agents attendance to assess team performance and identify areas for improvement.
- Conduct performance reviews and set development goals for team members.
- Ensure adherence to established SOPs and quality standards to maintain high levels of customer satisfaction.
- Review call recordings and other customer interactions to provide feedback and identify training needs.
Issue Resolution:
- Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
- Support team members in resolving complex issues and provide coaching on best practices.
Proactive Improvement:
- Proactively suggest improvement plans and strategies to management for enhancing team performance and service quality.
Ad-Hoc Responsibilities:
- Perform any other duties and responsibilities as assigned by management, related to the effective implementation, maintenance, and continual improvement of operation.
Requirement:
Educational Background: Possess at least Diploma and above, in any field. SPM graduates may be considered if they have appropriate years of relevant working experience.
Experience: Minimum of 2 years of working experience in a call center or BPO environment, with prior experience in a supervisory or team leader role.
Skills:
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills in Mandarin Chinese (Traditional) and English.
- Proficiency in customer service software and tools.
- Ability to analyse data and derive actionable insights.
- Problem-solving and conflict resolution skills.
- Ability to work in a fast-paced environment and adapt to changing priorities.
