Customer Service Team Lead

Hytech Empire; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading IT services company in Kuala Lumpur seeks a Customer Service Team Leader to lead and motivate a team of representatives. The role involves setting performance standards, resolving escalated issues, and enhancing customer satisfaction. The ideal candidate has a Bachelor's degree and at least 2 years of experience in customer service leadership. This position offers various benefits, including medical and dental coverage.

Benefits

Medical

Dental

Staff hospitalisation insurance

Birthday gift

Qualifications

• At least 2 years of leadership or supervisory experience in customer service.
• Proven experience in handling customer inquiries and complaints.
• Ability to work in a fast-paced environment.

Responsibilities

• Lead and motivate a team to achieve performance goals.
• Conduct regular team meetings and provide feedback.
• Handle escalated customer issues promptly.

Skills

Team leadership

Customer issue resolution

Adaptability

Training new hires

Proficiency in Zendesk

Education

Bachelor's degree in business study

Tools

Zendesk

CS CRM system

Job description

Responsibilities

• Lead and motivate a team of customer service representatives to achieve performance goals and deliver exceptional service.
• Conduct regular team meetings, provide constructive feedback, and facilitate professional development.
• Set and maintain high standards for customer service, ensuring that the team meets or exceeds customer satisfaction targets.
• Handle escalated customer issues and ensure prompt resolution.
• Foster open communication within the team and across departments.
• Act as a liaison between the customer service team and other departments to address issues and streamline processes.

Qualifications and Requirements

• Bachelor7s degree in business study or any related field.
• Proven experience in a customer service role, with at least 2 years in a leadership or supervisory capacity.
• Experience in resolving customer inquiries and handling complaints.
• Proven track record of training CS new joiners and quality control management.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Proficiency in Zendesk and CS CRM system will be an added advantage.
• Knowledge of the fintech industry will be an added advantage.

About Hytech

Hytech is a leading IT services company, an outsourcing partner of choice for clients in all industries throughout the global. Were a team of expert IT Consultants helping businesses across global design and maintain reliable and innovative IT solutions. We offer wide range of services including comprehensive IT support services, cyber security solution, cloud services, IT consultancy in order to meet our customer needs by achieving the business goal and transform digitally. With our extensive expanding rapidly, Hytech is widely recognised for its credentials and experience in managing large-scale projects and has become a trusted partner to a diversity of organisations from different sectors.

Perks and benefits

• Medical
• Dental
• Staff hospitalisation insurance
• Birthday gift