APAC GCPO Team Leader: Lead Customer & Partner Excellence

eBay; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global ecommerce company in Malaysia is seeking a GCPO APAC Team Leader to drive customer experience excellence and manage key partner relationships. This role requires strong leadership, analytical skills, and adaptability to changing business needs, including the ability to work non-standard hours. The ideal candidate is fluent in English and Mandarin, with a proven track record in customer service and operational performance.

Qualifications

• Proven ability to inspire and develop individuals and teams.
• Strong passion for customer service with a successful track record.
• Skilled in analyzing performance data and formulating recommendations.
• Excellent verbal and written communication, presentation, and negotiation skills.
• Advanced knowledge of relevant systems and metrics translation.
• Ability to adapt quickly and lead through uncertainty.

Responsibilities

• Champion exceptional customer experiences across teams and partners.
• Monitor and optimize performance metrics to meet service goals.
• Lead, mentor, and coach internal teammates and outsourcing partners.
• Anticipate demands and implement process improvements.
• Guide teams through change ensuring smooth adoption of new processes.
• Identify trends, troubleshoot issues, and recommend improvements.
• Act as the main point of contact for partners on performance concerns.
• Support business needs through non-standard working hours.

Skills

Leadership & Motivation

Customer & Partner Focus

Analytical Expertise

Communication Skills

Technical Proficiency

Change Agility

Flexibility & Mobility

Language Skills - English & Mandarin

Job description

A leading global ecommerce company in Malaysia is seeking a GCPO APAC Team Leader to drive customer experience excellence and manage key partner relationships. This role requires strong leadership, analytical skills, and adaptability to changing business needs, including the ability to work non-standard hours. The ideal candidate is fluent in English and Mandarin, with a proven track record in customer service and operational performance.