Customer Service Lead

Es Premium Holdings; Selangor; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading insurance company in Malaysia is seeking a CS Lead to manage and optimize the Central Customer Service function. The ideal candidate has 5-8 years of customer service experience and 2-3 years in a lead role. You will be responsible for driving motor insurance renewal revenue while ensuring a consistent customer experience across brands and branches. Key tasks include leading a team, handling escalations, training staff, and maintaining CRM accuracy. This role offers a dynamic work environment focused on performance and customer satisfaction.

Qualifications

• 5–8 years customer service or call center experience.
• 2–3 years in a lead or supervisor role.
• Automotive, insurance, banking, or service industry background preferred.

Responsibilities

• Lead, coach, and supervise CS Executives.
• Conduct daily huddles and weekly performance reviews.
• Handle escalations professionally.
• Train new CS staff on scripts and systems.
• Ensure all customer interactions are logged in CRM.

Skills

Customer service experience

Team leadership

KPI management

Communication skills

Job description

The CS Lead is responsible for building, managing, and optimising the Central Customer Service function to:

Grow motor insurance renewal revenue

Ensure consistent customer experience across brands & branches

Enforce SOP, CRM discipline, and performance KPIs

Act as the bridge between Sales, After-Sales, and Management

Key Responsibilities

Lead, coach, and supervise CS Executives

Conduct daily huddles & weekly performance reviews

Handle escalations professionally

Train new CS staff (scripts, SOP, systems)

Ensure all calls, WhatsApp chats, and bookings are logged in CRM

Enforce SOP for:

Service booking

Insurance renewal

Maintain response time & quality standards

Own the insurance renewal pipeline

Coordinate with insurance partners

Improve renewal capture rate & commission yield

Track renewal performance by CS staff

Own CRM accuracy and data hygiene

Work with Admin on reports

Work with IT/vendor on WhatsApp Business API

Prepare weekly CS dashboards for management

Work closely with:

DP / Sales Managers → test drive & delivery coordination

Ensure smooth handover between teams

Job Requirements

5–8 years customer service / call center experience

2–3 years in a lead / supervisor role

Automotive, insurance, banking, telco, or service industry background preferred

Experience managing KPIs, targets, and performance reports