Customer Service Team Lead

Agensi Pekerjaan JobScoper Sdn. Bhd.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A recruitment agency in Malaysia is seeking a Customer Service Team Leader to lead and motivate a team of representatives. The ideal candidate has 2-3 years of experience in customer service or contact center environments, excels in spoken and written English, and possesses strong leadership skills. This role offers benefits like training, allowances, and leave entitlements.

Benefits

Training provided

Allowance provided

Annual leave

Sick leave

Qualifications

• 2-3 years of experience in customer service or contact center team leadership.
• Strong proficiency in spoken and written English.
• Excellent leadership, communication, and problem-solving skills.

Responsibilities

• Lead and motivate a team of customer service representatives.
• Monitor team performance and meet service level agreements.
• Handle escalated customer cases and provide effective solutions.

Skills

Customer service experience

Leadership skills

Communication skills

Problem-solving skills

Organizational skills

Proficiency in English

Tools

CRM systems

Job description

Job Responsibility

• Lead, coach, and motivate a team of customer service representatives.
• Monitor team performance and ensure service level agreements (SLAs) are met.
• Handle escalated customer cases and provide effective solutions.
• Conduct regular performance reviews, feedback sessions, and training.
• Prepare reports on team performance, customer feedback, and operational efficiency.
• Collaborate with management to improve customer service processes and workflows.
• Foster a positive, high-performance team culture.

Job Requirements

• Proven experience (2â3 years) in customer service or contact center team leadership.
• Strong proficiency in English (spoken and written).
• Excellent leadership, communication, and problem-solving skills.
• Strong organizational skills with attention to detail.
• Experience with CRM systems or contact center tools is an advantage.
• Able to work rotational shift.

Job Benefits

• Training provided
• Allowance provided
• Annual leave and sick leave
• EPS & SOCSO