Bilingual CS Lead: Escalations, Coaching & Support

Precision Communication Technology Sdn.Bhd.; Kuala Lumpur; On-site; MYR 38,000 - 56,000; Full time

Job summary

Precision Communication Technology Sdn Bhd in Kuala Lumpur is hiring a Team Lead for Customer Service to manage escalations across phone, email, and chat, ensuring timely resolutions and high CSAT.

You will coach Level 1 agents, monitor performance, and collaborate with cross-functional teams. Fluency in Mandarin and English is required; 1–2 years of team-lead experience is preferred.

Qualifications

• Proficiency in Mandarin and English to communicate with diverse clients.
• At least 1–2 years of experience in a team lead role, preferably in customer service.
• Strong leadership, problem-solving, and crisis-handling abilities.
• Good interpersonal skills with a team-first mindset.
• Able to work independently and make quick decisions in urgent situations

Responsibilities

• Handle complex, sensitive, and escalated inquiries across phone, email, and chat channels in a professional and solution-oriented manner, ensuring accurate and timely resolution.
• Provide clear, accurate, and detailed information regarding products, services, systems, and account-related matters while maintaining a high level of customer satisfaction.
• Conduct proper investigation of cases by reviewing system data, history, and previous interactions to identify root causes and prevent repeat issues.
• Act as the first point of escalation for Level 1 agents, providing guidance, technical support, and decision-making assistance on complex cases.
• Support, coach, and guide Level 1 agents through case reviews, real-time assistance, and daily operational support to improve service quality and confidence.
• Escalate unresolved or high-risk issues to the appropriate departments in accordance with company procedures and ensure proper follow-up until closure.
• Monitor and support individual and team performance, including resolution time, customer satisfaction (CSAT), quality standards, and productivity targets.
• Ensure adherence to company policies, compliance requirements, and service quality standards in all customer interactions.
• Collaborate closely with colleagues and cross-functional teams to ensure smooth customer support operations and continuous improvement.
• Maintain up-to-date knowledge of Xiaomi products, services, systems, and procedures, and participate in ongoing training and development activities.

Skills

Mandarin & English

Team leadership

Communication

Customer service

Job description

Precision Communication Technology Sdn Bhd in Kuala Lumpur is hiring a Team Lead for Customer Service to manage escalations across phone, email, and chat, ensuring timely resolutions and high CSAT.

You will coach Level 1 agents, monitor performance, and collaborate with cross-functional teams. Fluency in Mandarin and English is required; 1–2 years of team-lead experience is preferred.