Customer Service Team Lead

KARYA GAME SDN BHD; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

KARYA GAME SDN BHD in Malaysia is seeking an experienced Customer Service Team Lead to oversee daily operations, develop the team, and drive service quality improvements.

You will manage schedules, handle escalations, monitor KPIs, and collaborate with other departments to ensure timely and accurate information and consistent service delivery.

The role requires strong leadership, problem-solving, and the ability to train and mentor staff in a fast-paced environment.

Qualifications

• Minimum 3 years in customer service, with 1–2 years in a team lead role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance data and drive improvements.
• Experience with shift scheduling and SOP development.
• Capable of handling escalations professionally.

Responsibilities

• Oversee daily customer service operations, manage team schedules, allocate workloads, and monitor team performance.
• Handle escalated customer complaints, complex inquiries, and operational issues, ensuring timely resolution.
• Monitor KPIs including response time, resolution rate, service quality, productivity, and customer satisfaction.
• Identify recurring issues and optimize workflows, SOPs, and service procedures.
• Collaborate with internal departments to resolve complex issues and improve service delivery.
• Train, coach, and mentor team members to strengthen knowledge and problem-solving skills.
• Ensure consistent communication, accurate information delivery, and compliance with policies.
• Maintain proper case documentation, follow up on outstanding issues, and ensure all cases are resolved within standards.
• Identify potential operational risks and escalate critical issues to management when necessary.

Skills

Leadership

Team management

Problem solving

Customer service excellence

Escalation handling

Performance analysis

Staff training

Job description

We are seeking an experienced Customer Service Team Lead to oversee daily operations, lead and develop the customer service team, monitor performance, and drive service quality improvements. The ideal candidate is a strong leader with excellent problem-solving skills and the ability to manage escalations and optimize operational efficiency.

Job Responsibilities

Oversee daily customer service operations, manage team schedules, allocate workloads, and monitor team performance.

Handle escalated customer complaints, complex enquiries, and operational issues, ensuring timely and effective resolution.

Monitor key performance indicators, including response time, resolution rate, service quality, productivity, and customer satisfaction.

Identify recurring issues and operational inefficiencies, and implement improvements to workflows, SOPs, and service procedures.

Collaborate with internal departments to resolve complex issues and improve service delivery.

Train, coach, and mentor team members to strengthen their knowledge, problem-solving skills, and customer service capabilities.

Ensure consistent communication, accurate information delivery, and compliance with company policies and procedures.

Maintain proper case documentation, follow up on outstanding issues, and ensure all cases are resolved within established service standards.

Identify potential operational risks and elevate critical issues to management when necessary.

Preferred Qualifications

Minimum 3 years of experience in customer service, with at least 1-2 years in a team lead or supervisory role.

Strong leadership, team management, and problem-solving skills.

Excellent communication and interpersonal skills, with the ability to handle customer complaints professionally.

Ability to analyze performance data, identify service gaps, and implement process improvements.

Strong organizational skills with the ability to prioritize tasks and manage multiple issues in a fast-paced environment.

Experience in shift scheduling, performance monitoring, staff training, and SOP development.

Ability to collaborate effectively with cross-functional teams and manage escalated cases independently.

High level of accountability, adaptability, attention to detail, and professionalism.