Team Lead - Customer Support Representative

Job Summary:

Responds to customer inquiries via calls, chats, and emails, expedites critical orders, communicates dispositions, researches and resolves issues, and researches orders.

Principal Responsibilities

1. Provide quote preparation, order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit problems and/or other such support to sales team members and/or external customers.
2. Identifies, investigates, and participates in opportunities to improve processes and procedures, to include various key performance metrics.
3. Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with consumer laws.
4. Maintains and updates electronic and/or hard copy records as required.
5. Other duties as assigned.

Job Level Specifications:

1. Acquired and applies working knowledge of the organization, job, practices and procedures to be proficient in all aspects of job.
2. Performs functions semi-routine in nature and recognizes the need for occasional alternative solutions.
3. Work is performed independently, with minimal supervision. Able to establish priorities and manage time to complete work.
4. Collaboration with other departments or teams may be required to perform role. May frequently respond to requests from others, internally or externally.
5. Impact of decisions may affect the department. Errors may result in loss of time, resources and/or customer satisfaction.

Work Experience:

1. Typically requires a minimum of two years of related experience.

Education and Certification(s):

1. High School Diploma or equivalent

Distinguishing Characteristics:

1. Proficient with computers, email, and phone systems, with strong communication and problem-solving abilities.
2. Demonstrated capacity to manage multiple priorities effectively in a fast-paced environment..

Job Types: Full-time, Permanent

Benefits:

1. Health insurance

Ability to commute/relocate:

1. Subang Jaya : Reliably commute or planning to relocate before starting work (Preferred)

Work Location: Hybrid remote in Subang Jaya (4 days wio 1 day wfh)

Core Requirements

1. Roughly 8 - 9 years of strong customer service experience in structured environments ( B2B support , shared services, complex CS operations).
2. Experience supporting global or strategic accounts , with the ability to manage stakeholders across regions and time zones.
3. Proven ability to handle complex customer situations and escalations with maturity and sound judgement.
4. Ability to manage end-to-end customer queries with full ownership and accountability.
5. Proactive communication with customers , including regular updates, expectation management, and issue follow-through.
6. Strong problem-solving capability , able to propose practical solutions instead of relying purely on escalation.
7. Demonstrates initiative under pressure , including prioritization, urgent follow-ups, and managing conflicting tasks.
8. Comfortable navigating multiple systems and operational processes independently .
9. Clear and professional communication skills (verbal and written) with strong business-level clarity.
10. Strong stakeholder coordination and disciplined follow-through to ensure issues are fully resolved.
11. Self-sufficient and independent worker with minimal supervision required.
12. Customer-first mindset with consistent demonstration of ownership, accountability, and decision-making.
13. Ability to communicate in Mandarin is highly preferred to handle customers based in China.

The hiring manager is seeking a strong candidate who has leadership experience of at least 3 to 5 years.