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

• 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.
• Identifies, investigates, and participates in opportunities to improve processes and procedures, to include various key performance metrics.
• Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with consumer laws.
• Maintains and updates electronic and/or hard copy records as required.
• Other duties as assigned.

Job Level Specifications:

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

Work Experience:

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

Education and Certification(s):

• High School Diploma or equivalent

Distinguishing Characteristics:

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

Job Types: Full-time, Permanent

Benefits:

• Health insurance

Ability to commute/relocate:

• 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

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