Customer Service Team Lead & Experience Coach

Watson's Personal Care Stores Sdn. Bhd.; Kuala Lumpur; On-site; MYR 45,000 - 73,000; Full time

Job summary

Watsons Bukit Bintang in Kuala Lumpur is seeking a Customer Service Supervisor/Assistant to lead a team and deliver consistently excellent customer experiences across all touchpoints. You will coach staff, monitor performance, and ensure top-tier service during peak and non-peak periods.

The role requires 3+ years in customer service with at least 2 in supervision, strong people management, and the ability to manage loyalty programs and value-added services.

Qualifications

• 3+ years in customer service or CRM with at least 2 years in supervision.
• Proven ability to lead, motivate, and develop a service team.
• Strong people management, coaching, conflict resolution and stakeholder skills.

Responsibilities

• Lead, coach, and supervise a team of Customer Service Assistants to deliver exceptional service and shopping experience.
• Monitor team performance and service standards for prompt handling of inquiries and complaints.
• Conduct regular coaching, training, and performance reviews to develop team capabilities.
• Schedule manpower and allocate resources for peak and non-peak periods.
• Manage customer engagement initiatives, including loyalty redemptions and promotions.
• Provide timely resolution to customer inquiries, complaints, returns, refunds, and exchanges.
• Coordinate value-added services such as engraving and gift wrapping.
• Build and maintain strong customer relationships to enhance satisfaction and retention.
• Perform additional duties as assigned by the Company.

Skills

Team leadership

Customer service

Coaching

Training

People management

Conflict resolution

Stakeholder management

Education

Diploma or SKM in Business Admin/Marketing/Hospitality/Customer Service

Job description

Watsons Bukit Bintang in Kuala Lumpur is seeking a Customer Service Supervisor/Assistant to lead a team and deliver consistently excellent customer experiences across all touchpoints. You will coach staff, monitor performance, and ensure top-tier service during peak and non-peak periods.

The role requires 3+ years in customer service with at least 2 in supervision, strong people management, and the ability to manage loyalty programs and value-added services.