Customer Service Team Lead - Drive CSAT & Automation

EPOS; Kuala Lumpur; Vor Ort; MYR 120.000 - 180.000; Vollzeit

Zusammenfassung

EPOS in Malaysia seeks a hands-on Customer Service Team Lead to drive support operations, improve efficiency, and elevate customer experience. You will oversee L1/L2 teams, manage day-to-day execution, and collaborate across Ops, Tech, Product, and external partners to resolve issues.

You will coach staff through QA reviews, enforce SLA targets, and contribute to automation initiatives (AI/chatbot/self-service) to reduce manual workload while ensuring accurate reporting and performance analytics.

Qualifikationen

• Experience leading customer service or contact center teams.
• Proven ability to meet SLA targets and manage performance.
• Experience with QA reviews and coaching of team members.
• Familiarity with CRM and ticketing tools.
• Fintech/payments or operations-heavy environments is a plus.

Aufgaben

• Lead and manage the Customer Service team (L1/L2 support), ensuring high performance and engagement across channels.
• Oversee daily operations across calls, WhatsApp, and ticketing systems.
• Monitor and enforce SLA targets (response & resolution times, backlog management).
• Handle and resolve high-priority escalations and complex cases.
• Coach, train, and develop team members through QA reviews and performance feedback.
• Drive CSAT improvement initiatives and enhance overall customer experience.
• Build and maintain knowledge base (KB), SOPs, and escalation frameworks.
• Collaborate with Ops, Tech, Product, and external partners to resolve issues and improve processes.
• Support automation initiatives (AI/chatbot/self-service) to reduce manual workload.
• Ensure accurate reporting, tracking, and performance analysis.

Kenntnisse

Team leadership

Customer service

Stakeholder mgmt

CRM systems

QA & coaching

English & Mandarin

Tools

CRM software

Jobbeschreibung

EPOS in Malaysia seeks a hands-on Customer Service Team Lead to drive support operations, improve efficiency, and elevate customer experience. You will oversee L1/L2 teams, manage day-to-day execution, and collaborate across Ops, Tech, Product, and external partners to resolve issues.

You will coach staff through QA reviews, enforce SLA targets, and contribute to automation initiatives (AI/chatbot/self-service) to reduce manual workload while ensuring accurate reporting and performance analytics.