Customer Service Team Lead

Talent Recruit; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A recruitment agency in Kuala Lumpur is seeking an experienced Customer Service Team Lead. The ideal candidate will supervise escalation teams, handle critical customer issues related to bookings and guide team members to achieve performance targets. Proficiency in English and Malay, along with leadership experience in a customer service environment, is required. Apply via email with your updated resume.

Qualifications

• Minimum 2 years in a leadership role, preferably in Customer Service or BPO.
• Proficient in both verbal and written English and Malay.
• Typing speed above 45 words per minute.

Responsibilities

• Supervise the escalation teams' daily functions.
• Handle critical customer issues involving bookings, cancellations, and refunds.
• Guide and support team members through regular coaching.
• Facilitate training on new procedures.

Skills

Leadership

Customer service

English proficiency

Malay proficiency

Computer operations

Tools

Microsoft Office

Job description

Overview

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

Responsibilities

• Supervise the escalation teams (around 10 headcounts) 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.

Qualifications

• 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.

Qualified and interested candidates may apply online or email your updated resume to [e-mail]. Only shortlisted candidates will be notified.