About Us:
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 and English, with the ability to navigate fast paced environments and foster a collaborative team atmosphere.
Key Responsibilities:
- Lead and manage a customer service team of 20-30+ members, ensuring high performance and alignment with business objectives.
- Develop, maintain, and enforce Standard Operating Procedures (SOPs) to ensure consistency and quality in service delivery.
- Conduct training programs for new hires and ongoing development for existing team members.
- Track and report daily performance metrics, offering insights and solutions for improvement.
- Proactively identify and resolve business problems, implementing solutions to enhance customer satisfaction and operational efficiency.
- Foster a team-oriented environment that encourages collaboration, open communication, and a positive workplace culture.
- Act as a liaison between internal teams and customers, ensuring smooth communication and issue resolution.
- Ensure adherence to company policies and procedures, while striving to exceed customer expectations.
- Contribute to process improvements and best practices to drive operational success.
- Location: KL-reachable by public transport
- Able to commit to 2 different working shift hours: 9am-6pm/1pm-10pm, 5 working days per week
Qualifications:
- Bachelor's degree holder in any courses are preferred.
- At least 3 years of customer service lead experience in BPO management, customer service, project management, or a similar role.
- Proven experience managing a team of 20 to 30 customer service members.
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, and English (spoken and written). Knowing Cantonese language is just a plus point.
- Showed strong mobile gaming literacy, for example Honors of Kings, Mobile Legends or PUBG
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 lev el of service quality.
