AU EV Customer Service Lead & SME

Private Advertiser; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Private Advertiser is seeking an experienced Customer Service Supervisor to lead a team serving the Australian Automotive Market from Sunway Visio, Kuala Lumpur. You will oversee daily performance, handle escalations, and provide product expertise on automotive-related products.

The role requires at least 3 years in customer service with 1–2 years in supervision, strong English, and CRM experience (Zendesk). Early shifts aligned with Australian hours are required.

Qualifications

• Minimum 3 years of customer service experience with 1–2 years in a supervisory role.
• Experience with EV/automotive or dealership support is preferred.
• Experience handling ANZ customers is an advantage.
• Strong spoken and written English; Mandarin is a plus.
• Familiar with CRM / ticketing systems; Zendesk experience is an advantage.
• Proven leadership, communication, problem‑solving and escalation skills.
• Able to coach, train and develop team members.
• Comfortable with early-morning shifts aligned to Australian hours.
• Willing to work from Sunway Vision, Kuala Lumpur.

Responsibilities

• Lead, coach and monitor the Customer Service team to meet daily targets.
• Oversee QA, SLA and KPI performance for the team.
• Act as SME for EV products, including vehicle software and connected features.
• Handle escalations and complex cases with timely resolution.
• Coordinate with repair centres, showrooms and roadside providers.
• Develop knowledge materials, FAQs and troubleshooting guides.
• Conduct refresher training when new products or updates launch.
• Plan staffing during peak periods and campaigns.
• Prepare operational reports and analyze customer service trends.
• Provide customer insights to support service and product improvements.
• Ensure compliance with Australian privacy and data protection rules.

Skills

Customer Service

Team Leadership

Communication

Escalation Handling

English Proficiency

Mandarin (nice to have)

Tools

Zendesk

CRM systems

Job description

Private Advertiser is seeking an experienced Customer Service Supervisor to lead a team serving the Australian Automotive Market from Sunway Visio, Kuala Lumpur. You will oversee daily performance, handle escalations, and provide product expertise on automotive-related products.

The role requires at least 3 years in customer service with 1–2 years in supervision, strong English, and CRM experience (Zendesk). Early shifts aligned with Australian hours are required.