Customer Service Team Lead: Coaching, Escalations & HK Market

Agensi Pekerjaan EPS Consultants Sdn Bhd

Kuala Lumpur

On-site

MYR 78,000 - 134,000

Full time

39 hours ago

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Job summary

Agensi Pekerjaan EPS Consultants Sdn Bhd in Kuala Lumpur is seeking a capable Customer Service Team Lead to guide a busy call centre and ensure smooth, high‑quality service delivery. You will coach staff, monitor performance, handle escalated enquiries, and collaborate with internal teams to resolve issues while driving continual process improvements.

The ideal candidate holds a degree, has 4–8 years in a call centre or BPO, and is fluent in Cantonese; Hong Kong market experience is an added

Qualifications

Degree holder in any discipline.
4–8 years of working experience in a call centre or BPO environment.
Proficient in spoken and written Cantonese.
Experience handling the Hong Kong market in current or previous employment will be an added advantage.
Strong leadership, communication, problem-solving, and team management skills.

Responsibilities

Lead and supervise the customer service team to ensure efficient daily operations and quality service delivery.
Monitor team performance, service standards, and customer satisfaction.
Handle escalated customer enquiries, complaints, and complex issues professionally.
Coach and train team members to enhance service quality and productivity.
Monitor performance metrics, prepare reports, and implement process improvements.
Collaborate with internal departments to resolve customer issues and ensure smooth workflows.
Ensure compliance with company policies, procedures, and service standards.