Customer Care Team Lead: Elevate Support & Growth

Saku Wang Sdn. Bhd.; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Benefits offered by this job

EPF/SOCSO/EIS

Performance-based rewards

Professional working environment

Job summary

SAKU WANG SDN. BHD. is seeking an experienced Customer Care Team Lead to steer and develop our customer care operations in Malaysia. You will oversee daily activities, coach staff and ensure service excellence across channels including phone, WhatsApp, SMS and email.

Join a fast-paced, performance-driven team with opportunities for growth and a strong focus on PDPA compliance, data accuracy and cross-department collaboration. Competitive salary and performance-based rewards are offered.

Qualifications

• Minimum 2 years of experience in Customer Service or related role.
• Previous experience as Team Leader, Supervisor or Senior Customer Service Executive is preferred.
• Strong leadership and people management skills.
• Experience managing team performance and KPIs.
• Strong communication, problem-solving and complaint-handling skills.
• Good command of Bahasa Malaysia and English.
• Proficient in Microsoft Excel / Google Sheets and reporting.

Responsibilities

• Lead and supervise the Customer Care team and manage daily operations.
• Monitor team performance, productivity, service quality and customer response times.
• Coach, guide and provide regular feedback to team members.
• Handle complex customer enquiries, complaints and escalated cases.
• Ensure customer enquiries via phone, WhatsApp, SMS and email are handled professionally, accurately and promptly.
• Monitor the quality of customer interactions and ensure accurate information is provided to customers.
• Ensure customer records, enquiries and case updates are properly maintained in the system.
• Conduct onboarding, training and ongoing development for Customer Care team members.
• Monitor team KPIs and prepare regular performance reports.
• Work closely with other departments to resolve customer issues and improve the overall customer experience.
• Ensure all customer interactions are handled in accordance with company policies, applicable laws, PDPA requirements and approved procedures.

Skills

Leadership

People management

KPI management

Communication

Problem-solving

Complaint handling

Bilingual (BM & English)

Excel / reporting

Tools

Microsoft Excel

Google Sheets

Job description

SAKU WANG SDN. BHD. is seeking an experienced Customer Care Team Lead to steer and develop our customer care operations in Malaysia. You will oversee daily activities, coach staff and ensure service excellence across channels including phone, WhatsApp, SMS and email.

Join a fast-paced, performance-driven team with opportunities for growth and a strong focus on PDPA compliance, data accuracy and cross-department collaboration. Competitive salary and performance-based rewards are offered.