Customer Service Team Lead

iSoftStone; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading technology solutions provider is seeking an experienced Customer Service Lead in Selangor, Malaysia. The role involves managing a team of over 30 customer service members, developing operational procedures, and enhancing service quality. Candidates should have at least 3 years of BPO management experience and be fluent in both Mandarin and English. Strong leadership and problem-solving skills are essential for success in this dynamic environment.

Qualifications

• Minimum 3 years of experience in BPO management, customer service, or project management.
• Experience managing a team of 15 to 30 members is required.
• Strong communication skills in Mandarin and English.

Responsibilities

• Lead a customer service team of over 30 members.
• Develop and enforce Standard Operating Procedures (SOPs).
• Conduct training programs for team development.
• Track performance metrics and report insights.
• Identify and resolve business problems proactively.

Skills

Organizational skills

Multitasking

Problem solving

Communication in Mandarin

Communication in English

Education

Bachelor's degree

Job description

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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 3 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.

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