Customer Service Team Lead - Brokerage - KL

Teleperformance; Petaling Jaya; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading customer service provider in Petaling Jaya, Malaysia, is seeking a Customer Service Supervisor to mentor a team of specialists. You will manage staffing, monitor performance, and ensure service quality during US market hours. Ideal candidates will have over a year of supervisory experience and fluency in English and a local language. This role demands adaptability in a fast-paced environment and strong communication skills.

Qualifications

• Minimum of 1+ years of supervisory experience managing a team.
• Ability to mentor team members to meet quality standards.
• Fluency in English and one local language.

Responsibilities

• Lead and manage a team of customer service specialists.
• Ensure optimal staffing during US market hours.
• Monitor performance and conduct coaching sessions.
• Review call/chat quality for compliance.
• Handle customer escalations and coordinate responses.
• Identify process gaps and suggest improvements.
• Update knowledge base in collaboration with departments.

Skills

Mentoring a team

Excel proficiency

Excellent communication

Adapting to changes

Experience in fast-paced environments

Job description

Qualifications

Minimum requirements:

• Ability to mentor a team to meet quality standards and metrics set by the department.
• Minimum of 1+ years of supervisor experience, managing and leading a team.
• Proficiency in using Excel.
• Flexibility to work in an ever-changing environment.
• Excellent written and verbal communication skills in English and one local language.
• Significant experience in a complex fast paced environment.

Responsibilities

Responsibilities:

• Lead and manage a team of customer service specialists in a multi-channel environment.
• Ensure optimal staffing duringUS market hoursand coordinate coverage off-peak.
• Monitor performance and conduct coaching to improve service quality.
• Review call/chat quality and ensure compliance with internal and regulatory standards.
• Handle customer escalations and coordinate with internal teams or vendors.
• Identify process gaps and suggest improvements to enhance customer support.
• Update knowledge base and FAQs in collaboration with relevant departments