Customer Service Team Lead

Talent Recruit; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A recruitment agency in Kuala Lumpur is searching for a Customer Service Team Lead to supervise teams, handle customer issues, and train staff. Candidates should have at least 2 years in a leadership role, be proficient in English and Malay, and possess solid computer skills. The role requires flexibility for various shifts, including weekends. Interested candidates can apply via email with an updated resume.

Qualifications

• Minimum 2 years in a leadership role, preferably in Customer Service or BPO Call Center.
• Proficient in both verbal and written English and Malay.
• Competent in computer operations with knowledge of Microsoft Office.

Responsibilities

• Supervise escalation teams and ensure compliance with organizational standards.
• Handle critical customer issues and deliver timely resolutions.
• Guide team members through regular coaching.
• Facilitate training on new procedures and service quality reinforcement.

Skills

Leadership

Customer service expertise

Proficiency in English

Proficiency in Malay

Computer operations

Tools

Microsoft Office

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.

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