Customer Service Team Lead - Malay

Teleperformance; Malaysia; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading customer service company in Malaysia is seeking a Customer Service Team Lead to mentor and guide the team while ensuring performance standards are met. Candidates should have a Bachelor’s degree, fluency in Malay and English, and at least 2 years of people management experience. This is an exciting opportunity to lead a high-performing team and deliver scalable solutions in a fast-paced environment.

Qualifications

• 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.

Responsibilities

• Provide mentorship, guidance, and career development to team members.
• Lead a team through the transition to build problem-solving and critical thinking capabilities.
• Manage team responsibilities while serving as a cross-functional liaison.
• Establish team goals and execute strategies for measuring progress.
• Deliver projects involving quantitative analysis and strategy development.
• Identify actionable insights and influence team strategy through communication.
• Advocate for users by partnering with global teams to develop solutions.

Skills

Proficiency in Malay

Proficiency in English

People management experience

Analytical skills

Creative problem-solving skills

Excellent communication skills

User experience focus

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 Malay 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.