Customer Service Lead

ES PREMIUM HOLDINGS SDN. BHD.; Shah Alam; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading customer service company is looking for a Customer Service Lead to oversee their Central Customer Service function in Shah Alam, Malaysia. The role involves leading a team of CS Executives, managing performance KPIs, and ensuring excellent customer experience. Candidates should have 5–8 years of customer service experience, with a background in automotive or insurance preferred. This position offers an opportunity to make a significant impact on the insurance renewal process and drive revenue growth.

Qualifications

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

Responsibilities

• Lead, coach, and supervise CS Executives.
• Conduct daily huddles & weekly performance reviews.
• Ensure all calls and chats are logged in CRM.

Skills

Customer service / call center experience

Leadership

KPI management

Communication skills

Data analysis

Tools

CRM systems

WhatsApp Business API

Job description

About the role

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
• Strong understanding of:
  • Service operations
  • Motor insurance renewal process
• Comfortable with:
  • CRM systems
  • WhatsApp Business API

Your application will include the following questions estimation.:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Service Leader?
• Do you have customer service experience?