Team Lead (Ecommerce Industry)

Agensi Pekerjaan JobScoper Sdn. Bhd.; Nusa Jaya; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading recruitment agency is seeking a Team Leader for customer service in the e-commerce sector. The ideal candidate will have a Bachelor's degree and 2–3 years of leadership experience in a BPO environment. This role requires proficiency in English, Mandarin, and Cantonese, and a strong understanding of e-commerce operations. Responsibilities include supervising a team, monitoring performance, and conducting training. Benefits include training and annual leave.

Benefits

Provided training

Annual leave

Medical leave

EPF/SOSCO

Provided allowance

Qualifications

• 2–3 years’ experience in a BPO/call center environment, preferably within the e-commerce sector.
• Proven leadership experience managing customer service teams.
• Strong knowledge of e-commerce operations, including order management, logistics, returns, and payment processes.

Responsibilities

• Lead and supervise a team of customer service agents handling e-commerce client accounts.
• Monitor daily operations including call, chat, and email performance.
• Provide coaching, mentoring, and training to team members.

Skills

Leadership

Customer service

Analytical skills

Problem-solving

Communication

Fluent English

Fluent Mandarin

Fluent Cantonese

Education

Bachelor’s degree or equivalent

Tools

MS Office

CRM/e-commerce platforms

Job description

Job Responsibility

• Lead and supervise a team of customer service agents handling e-commerce client accounts.
• Ensure the team meets SLAs, KPIs, and quality standards for order management, returns, refunds, and customer inquiries.
• Monitor daily operations including call, chat, and email performance, ensuring accuracy and efficiency.
• Provide coaching, mentoring, and training to team members to improve service delivery and product knowledge.
• Handle escalated customer issues related to e-commerce transactions, logistics, and payments.
• Collaborate with Quality, Training, and Operations teams to identify performance gaps and implement action plans.
• Conduct performance reviews, team huddles, and calibration sessions to maintain alignment with client expectations.
• Prepare and present reports on productivity, quality, and customer satisfaction to management and clients.
• Support continuous improvement initiatives to enhance customer experience and operational efficiency.

Job Requirements

• Bachelor’s degree or equivalent work experience.
• Can read and speak fluent English, Mandarin, Cantonese.
• 2–3 years’ experience in a BPO/call center environment, preferably within the e-commerce sector.
• Proven leadership experience managing customer service teams.
• Strong knowledge of e-commerce operations, including order management, logistics, returns, and payment processes.
• Excellent communication and interpersonal skills with the ability to handle escalations.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in MS Office (Excel, PowerPoint) and reporting tools; experience with CRM/e-commerce platforms is an advantage.
• Willing to relocate and work in Johor Bahru.

Job Benefits

• Provided training.
• Annual leave/Medical leave.
• EPF/SOSCO
• Provided allowance.