Customer Service Team Lead

iSoftStone; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service company in Malaysia is seeking an experienced Customer Service Lead to oversee a dynamic team of over 30 members. The ideal candidate will have significant BPO management experience, demonstrate excellent team leadership capabilities, and be fluent in Mandarin and English. The role involves developing SOPs, training staff, and enhancing operational efficiency in a fast-paced environment.

Qualifications

• Minimum of 5 years in BPO management or customer service.
• Proven experience managing a team of 15 to 30 members.
• Proficient in Mandarin and English communication.

Responsibilities

• Lead and manage a customer service team of 30+ members.
• Develop and enforce Standard Operating Procedures.
• Conduct training programs for new hires and current team members.
• Track daily performance metrics and suggest improvements.
• Act as a liaison between internal teams and customers.

Skills

Organizational skills

Multitasking

Problem solving

Communication in Mandarin

Communication in English

Education

Bachelor's degree

Job description

About Us

We are seeking an experienced and dynamic Customer Service Lead to oversee a growing team and ensure the delivery of outstanding service to our customers. The ideal candidate will have a strong background in BPO management, customer service, and team leadership, with a proven track record of optimizing operational performance, maintaining service standards, and resolving business challenges proactively.

This role requires a fluent communicator in Mandarin and English, with the ability to navigate fast paced environments and foster a collaborative team atmosphere.

Key Responsibilities

• Lead and manage a customer service team of 30+ members, ensuring high performance and alignment with business objectives.
• Develop, maintain, and enforce Standard Operating Procedures (SOPs) to ensure consistency and quality in service delivery.
• Conduct training programs for new hires and ongoing development for existing team members.
• Track and report daily performance metrics, offering insights and solutions for improvement.
• Proactively identify and resolve business problems, implementing solutions to enhance customer satisfaction and operational efficiency.
• Foster a team-oriented environment that encourages collaboration, open communication, and a positive workplace culture.
• Act as a liaison between internal teams and customers, ensuring smooth communication and issue resolution.
• Ensure adherence to company policies and procedures, while striving to exceed customer expectations.
• Contribute to process improvements and best practices to drive operational success.
• Location: KL-reachable by public transport
• Able to commit to 2 different working shift hours: 9am-6pm/1pm-10pm

Qualifications

• Bachelor\'s degree holder in any courses are preferred.
• Minimum 5 years of experience in BPO management, customer service, project management, or a similar role.
• Proven experience managing a team of 15 to 30 customer service members.

Skills

• Strong organizational and multitasking skills with the ability to lead and motivate a team.
• Experience in maintaining and updating SOPs and performance tracking.
• Strong problem solving skills and a proactive approach to business challenges.
• Excellent communication skills in Mandarin, and English (spoken and written). Knowing Cantonese language is just a plus point.
• Comfortable working in a Mandarin speaking environment.

Personal Attributes

• A team player with a strong desire to work in a fast paced, dynamic environment.
• Adaptable, with a focus on continuous improvement.
• Detail oriented and able to maintain a high lev el of service quality.