Customer Service Team Lead - Mandarin

Teleperformance; Bayan Lepas; On-site; MYR 60,000 - 80,000; Full time

Job summary

A customer service leader in Penang is seeking a Customer Service Team Lead to provide mentorship and ensure performance standards. Ideal candidates will have a Bachelor's degree, fluency in Mandarin and English, and at least two years in a managerial role. Responsibilities include team management, strategy development, and qualitative analysis. Competitive compensation and opportunities for career development are provided.

Qualifications

• Minimum 2 years of prior relevant people management experience.
• Experience in a complex fast-paced environment.
• Passion for ensuring an excellent user experience.

Responsibilities

• Provide mentorship and career development to team members.
• Lead a team through transitions to build problem-solving capabilities.
• Establish team goals and work on execution strategies.
• Deliver projects involving quantitative analysis and strategy development.
• Identify actionable insights and suggest recommendations.

Skills

Proficiency in Mandarin and English

Analytical problem-solving skills

Strong verbal communication skills

People management experience

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 Mandarin 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.