Customer Service Team Lead (Hospitality Sector)

Agensi Pekerjaan JobScoper Sdn. Bhd.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A recruitment agency in Kuala Lumpur is seeking a Customer Service Team Lead to guide and motivate a team, ensuring performance targets are met. The ideal candidate should have at least one year of supervisory experience, preferably in hospitality or retail, combined with strong leadership and problem-solving skills. Fluent Mandarin and English speakers are preferred for this role, which offers opportunities for training and allowances.

Benefits

Annual Leave

Sick Leave

EPF and SOCSO

Training Provided

Allowance Provided

Qualifications

• Min 1 year of Team Leader/Supervisor experience in hospitality, retail, or F&B sector.
• Experience in a BPO/Contact Centre Team Lead role preferred.
• Fluent in Mandarin and English.

Responsibilities

• Lead, coach, and motivate a team of customer service representatives.
• Ensure team members meet performance targets and service quality.
• Handle escalated cases and provide resolutions.

Skills

Leadership skills

Communication skills

Problem-solving abilities

Job description

Job Responsibility

• Lead, coach, and motivate a team of customer service representatives.
• Ensure team members meet performance targets, service quality, and KPIs.
• Handle escalated cases and provide resolution to customer concerns.
• Support training, coaching, and skill development of the team.
• Monitor daily operations and prepare performance reports.
• Collaborate with internal stakeholders to improve service processes.
  
  

Job Requirements

• Min 1 year of TL / Supervisor Experience, preferrable in Hospitality, Retail, F&B sector
• Experience in BPO / Contact Centre Team Lead preferred
• Strong leadership and people management skills
• Excellent communication and problem-solving abilities
• Flexibility to work in a 24/7 rotational shift environment
• Fluent in Mandarin and English
  
  

Job Benefits

• Annual Leave and Sick Leave
• EPF and SOCSO
• Training Provided
• Allowance Provided