Customer Service Supervisor

Ecolab; Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading service company is seeking a Senior Customer Service Supervisor in Malaysia, Selangor. This role involves overseeing customer service agents, ensuring quality service, and developing team members to meet performance goals. The ideal candidate will have at least 6 years of experience in customer service operations, strong leadership abilities, and familiarity with enterprise systems. This is an opportunity to cultivate a professional work environment while driving continuous improvement initiatives.

Qualifications

• At least 6 years of customer service operations experience with prior supervisory experience.
• Strong oral and written communication skills, high proficiency in English.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Oversee and coordinate activities of customer service agents.
• Ensure team members meet performance goals and complete training.
• Implement continuous improvements to processes and procedures.

Skills

Customer service experience

Leadership skills

Communication skills

Microsoft Office proficiency

Analytical skills

Education

Diploma / Degree in Business or related field

Tools

Enterprise systems

Telecommunications platforms

Microsoft Office

Job description

Job Overview

The Senior Customer Service Supervisor oversees and coordinates the activities of customer service agents. This role is responsible for ensuring that every team member completes the required training and consistently meets performance goals. In addition to ensuring full adherence to policies and procedures, this role cultivates an inclusive and professional work environment that consistently delivers an exceptional customer experience. This role also supports continuous improvement by refining processes and encouraging better ways of working. This supervisor must be capable of managing their agents remotely.

Main Responsibilities

• Provides guidance to the team to maintain customer satisfaction through prompt and efficient resolution of issues and complaints.
• Conduct and document monthly 1:1 session with each team member to review conduct and performance, set clear KPIs and track their progress toward company goals.
• Ensure consistent communication within the team and escalate relevant matters to the Customer Service Manager in a timely manner.
• Ensure that exceptional customer service standards are consistently achieved and maintained.
• Supervises, coordinates, and assigns workloads.
• Develops, motivates, and supports team members to ensure they meet company expectations and performance standards.
• Reviews and implement continuous improvements to processes and procedures.
• Work within operational policies and procedures.
• Reports to the Customer Service Manager.

Position Details:

The hours for this role will be set as below:

• 3.00AM - 11.30AM (NZ – Daylight savings Sept-Apr)
• 4.00AM - 12.30PM (NZ)
• 6.00AM - 2.30PM (AU - Daylight savings Oct-Apr)
• 7.00AM - 3.30PM (AU)
• The role follows public holidays of Australia / New Zealand.

Minimum Qualifications:

• Diploma / Degree in Business or related field
• At least 6 years of customer service operations experience with prior supervisory experience.
• Familiarity with enterprise systems and telecommunications platforms is required.

Preferred Qualifications:

• Demonstrated ability to effectively lead, evaluate, and develop a large team.
• Strong oral and written communication skills, high proficiency in the English language.
• Ability to work independently in a multi-division, fast-paced environment.
• Ability to multi-task and work well under pressure.
• Experience with Microsoft Office software (Excel, Word, PowerPoint, OneNote and Outlook)
• Attention to detail and excellent organizational and time management skills.
• Strong analytical skills, with the ability to interpret and analyze data, considered an added advantage.