Customer Service Lead & Growth Coach

UpGrowth HR Sdn. Bhd.

Kuala Lumpur

On-site

MYR 84,000 - 132,000

Full time

14 days+

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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.