Customer Service Team Lead

Talent Recruit; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Talent Recruit is seeking a Customer Service Team Lead based in Kuala Lumpur with professional proficiency in English and Malay. You will supervise escalation teams, coach members, and ensure service quality across 24/7 shifts.

You will handle complex customer issues, guide daily operations, and drive performance targets while maintaining punctuality and compliance with standards.

Qualifications

• Minimum 2 years in leadership role.
• Proficient in English and Malay (verbal and written).
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Typing speed above 45 words per minute.

Responsibilities

• Supervise the escalation teams (around 10 head counts) daily functions, ensuring punctuality and compliance with organizational standards.
• Handle critical customer issues involving bookings, cancellations, and refunds, delivering timely resolutions.
• Guide and support team members through regular coaching to help them achieve performance targets.
• Facilitate training on new procedures and reinforce consistent practices to uphold service quality.

Skills

Leadership

English

Malay

MS Office

Coaching

Typing speed

Job description

About the job Customer Service Team Lead

We are seeking Customer Service Team Lead with professional proficiency in English, based in Kuala Lumpur.

Key Responsibilities:

• Supervise the escalation teams (around 10 head counts in a team)daily functions, ensuring punctuality and compliance with organizational standards.
• Handle critical customer issues involving bookings, cancellations, and refunds, delivering timely and considerate resolutions.
• Guide and support team members through regular coaching to help them achieve and surpass performance targets.
• Facilitate training on new procedures and reinforce consistent practices to uphold service quality.

Requirements:

• Minimum 2 years in leadership role, preferably in Customer Service or BPO Call Center environment
• Proficient in both verbal and written English and Malay
• Competent in computer operations with solid knowledge of Microsoft Office (Word, Excel, PowerPoint, etc.) and a typing speed above 45 words per minute.
• Flexible to work in 24/7 environment with various shifts (morning, day, afternoon, and night), including weekends and public holidays.