Customer Service Lead

UpGrowth HR Sdn. Bhd.; Kuala Lumpur; On-site; MYR 84,000 - 132,000; Full time

Job summary

UpGrowth HR Sdn. Bhd. is seeking a Customer Service Lead to direct the customer-facing team through the full journey—from pre-sales consultations to post-sale support and retention. You will coach staff to meet satisfaction and revenue targets while improving efficiency across channels.

The role emphasizes coaching, KPI attainment, and implementing strategies to boost repeat purchases and loyalty in a fast-paced environment.

Qualifications

• Diploma or degree in Business Administration, Communication or related field.
• 3–5 years in customer service, customer success, telesales, or e-commerce operations.
• 1–2 years in team leadership or supervisory roles.
• Strong leadership and people management skills.
• Experience with CRM and customer service platforms.
• Analytical and problem-solving abilities.
• Ability to thrive in a fast-paced, target-driven environment.

Responsibilities

• Lead, coach, and supervise Customer Service Team to achieve service and sales KPIs.
• Monitor team productivity, quality of interactions, and conversion performance.
• Improve inquiry-to-sales conversion rates.
• Guide team in consultative selling to recommend suitable products.
• Ensure prompt follow-up with leads and prospective customers.
• Support the team in achieving monthly sales and revenue targets.
• Oversee customer inquiries via platform.
• Handle complex customer complaints and escalations professionally.
• Develop strategies to increase repeat purchases and loyalty.
• Monitor feedback and identify opportunities to improve experience.
• Build strong customer relationships through proactive engagement.

Skills

Leadership

Coaching

People management

CRM experience

Analytical thinking

Problem solving

Target-driven

Communication

Education

Diploma/Degree in Business Administration or Communications

Tools

CRM software

ManyChats

Meta Business Suite

Job description

Job Summary:

The Customer Service Lead is responsible for leading the customer-facing team in delivering exceptional customer experiences throughout the entire customer journey, from pre-sales consultation to after-sales support and customer retention. This role oversees daily customer interactions, drives sales conversion performance, manages customer escalations, and ensures service excellence across all communication channels. The Customer Service Lead will coach team members to achieve customer satisfaction, sales targets, and retention objectives while continuously improving operational efficiency.

Key Responsibilities:

• Lead, coach, and supervise Customer Service Team to achieve service and sales KPIs.
• Monitor team productivity, quality of customer interactions, and conversion performance.
• Monitor and improve inquiry-to-sales conversion rates.
• Guide team members in consultative selling techniques to effectively recommend suitable products.
• Ensure prompt follow-up with leads and prospective customers.
• Support the team in achieving monthly sales and revenue targets.
• Oversee customer inquiries via platform.
• Handle complex customer complaints and escalations professionally.
• Develop strategies to increase repeat purchases and customer loyalty.
• Monitor customer feedback and identify opportunities to enhance customer experience.
• Build strong customer relationships through proactive engagement and follow-up.
• Analyze customer data and performance metrics to identify trends and opportunities.

Requirements:

• Diploma or degree in Business Administration, Communication, or a related field.
• Minimum 3-5 years of experience in customer service, customer success, telesales, or e-commerce operations.
• At least 1-2 years of team leadership or supervisory experience.
• Strong leadership, coaching, and people management skills.
• Experience with CRM systems, customer service platforms (ManyChats, Meta Business Suite, etc.).
• Strong analytical and problem-solving skills.
• Able to work in a fast-paced, target-driven environment.