Customer Service Team Lead - Cantonese

Teleperformance; West Coast Division; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer service provider is seeking a Customer Service Team Lead in Malaysia. This role involves mentoring a team, managing performance standards, and fostering analytical and problem-solving skills. The ideal candidate will have at least two years of people management experience and be proficient in Cantonese and English. The position emphasizes delivering high-quality user experiences and strategic thinking.

Qualifications

• Proficiency in Cantonese and English (spoken and written).
• Minimum 2 years of relevant people management experience.
• Experience in a complex fast paced environment.

Responsibilities

• Provide mentorship and guidance to your team.
• Lead team through transitions to build problem-solving capabilities.
• Establish team goals and strategies for execution.
• Deliver quantitative analysis and strategy development.
• Identify actionable insights and influence team strategy.

Skills

Cantonese

English

Analytical skills

Creative problem-solving

Communication skills

Education

Bachelor Degree

Job description

Overview

We are looking for Customer Service Team Lead to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.

Qualifications

• Bachelor Degree preferred.
• Proficiency in Cantonese and English (spoken and written).
• Significant experience in a complex fast paced environment.
• Minimum 2 years of prior relevant people management experience.
• Strategic thinker with strong analytical and creative problem-solving skills.
• Excellent written and verbal communication skills.
• Passion for ensuring an excellent user experience.

Responsibilities

• Provide mentorship, guidance and career development to members of your team.
• Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions.
• Team management responsibilities for a market team, whilst also serving as a cross-functional and a global liaison in developed areas of expertise.
• Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results.
• Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions.
• Identify actionable insights, suggest recommendations, and influence team strategy through effective communication.
• Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions.