Assistant Customer Service Lead

FIT Pioneer Resources; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading service provider in Kuala Lumpur is looking for an experienced Customer Service Lead to manage a team of 30+ professionals. The ideal candidate will have at least 5 years of experience in BPO management and customer service, along with strong communication skills in Mandarin, Cantonese, and English. This role emphasizes team leadership, operational performance optimization, and maintaining high service standards in a dynamic environment.

Qualifications

• Minimum 5 years of experience in BPO management or similar roles.
• Experience managing a team of 30+ people.
• Strong communication skills in Mandarin, Cantonese, and English.

Responsibilities

• Lead and manage a customer service team of 30+ members.
• Develop and enforce Standard Operating Procedures (SOPs).
• Conduct training programs for team members.

Skills

BPO management

Customer service

Project management

Team leadership

Problem-solving

Multitasking

Communication skills (Mandarin, Cantonese, English)

Job description

Requirements

• Minimum 5 years of experience in BPO management, customer service, project management, or a similar role. Proven experience managing a team of 30+ people.

• 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, Cantonese, and English (spoken and written).

• Comfortable working in a Mandarin‑speaking environment.

• 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 level of service quality.

Key Responsibilities

• Lead and manage a customer service team of 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.

Benefits

• 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, Cantonese, and English, with the ability to navigate fast‑paced environments and foster a collaborative team atmosphere.