Customer Service Team Lead - Malay

Teleperformance; West Coast Division; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading customer service provider in Malaysia is seeking a Customer Service Team Lead to enhance team performance and user experience. The ideal candidate will have a Bachelor’s degree and significant experience in people management, alongside proficiency in Malay and English. Responsibilities include providing mentorship, leading a high-performing team, and collaborating with cross-functional teams to develop global solutions. Join us in elevating user experience!

Qualifications

• Minimum 2 years of prior relevant people management experience.
• Significant experience in a complex fast-paced environment.

Responsibilities

• Provide mentorship, guidance and career development to team members.
• Lead a high-performing team through transitions.
• Establish team goals and work on strategies.
• Deliver projects involving quantitative analysis.
• Identify actionable insights and influence strategy.

Skills

Proficiency in Malay

Proficiency in English

Analytical skills

Creative problem-solving

Strong communication skills

Education

Bachelor Degree preferred

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.