Customer service Assistant Team Lead

We are seeking an experienced and dynamic Customer Service Lead to oversee a growing team and ensure the delivery of outstanding service to our customers. The ideal candidate will have a strong background in BPO management, customer service, and team leadership, with a proven track record of optimizing operational performance, maintaining service standards, and resolving business challenges proactively.

This role requires a fluent communicator in Mandarin, Cantonese, and English, with the ability to

navigate fast paced environments and foster a collaborative team atmosphere.

Key Responsibilities:

l Lead and manage a customer service team of 30+ members, ensuring high performance and

alignment with business objectives.

l Develop, maintain, and enforce Standard Operating Procedures (SOPs) to ensure consistency and

quality in service delivery.

l Conduct training programs for new hires and ongoing development for existing team members.

l Track and report daily performance metrics, offering insights and solutions for improvement.

l Proactively identify and resolve business problems, implementing solutions to enhance customer

satisfaction and operational efficiency.

l Foster a team oriented environment that encourages collaboration, open communication, and a

positive workplace culture.

l Act as a liaison between internal teams and customers , ensuring smooth communication and issue

resolution.

l Ensure adherence to company policies and procedures, while striving to exceed customer

expectations.

l Contribute to process improvements and best practices to drive operational success.

Qualifications:

l Experience

Minimum 5 years of experience in BPO management, customer service, project management,

or a similar role.

Proven experience managing a team of 30+ people.

l Skills

Strong organizational and multitasking skills with the ability to lead and motivate a team.

Experience in maintaining and updating SOPs and performance tracking.

Strong problem solving skills and a proactive approach to business challenges.

Excellent communication skills in Mandarin, Cantonese, and English (spoken and written).

Comfortable working in a Mandarin speaking environment.

l Personal Attributes

A team player with a strong desire to work in a fast paced, dynamic environment.

Adaptable, with a focus on continuous improvement.

Detail oriented and able to maintain a high level of service quality.

Job location: KL Sentral