Customer Service Team Lead - Mandarin

Teleperformance; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Teleperformance Malaysia is seeking a Customer Service Team Lead to mentor a dynamic team, guide performance, and drive transitions to scalable solutions. The role emphasizes strong Mandarin and English communication, analytical thinking, and leadership within a fast-paced environment.

Responsibilities include coaching, cross-functional collaboration with global teams, setting goals, delivering strategic projects, and advocating for end users to improve the customer experience.

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 team members.
• Lead a high-performing team through a transition to build problem solving, critical thinking, analytical and technical capabilities.
• Team management for a market team and act as cross-functional/global liaison.
• Establish team goals and plan strategies, measures and results sharing.
• Deliver projects involving quantitative analysis, research and strategy development.
• Identify actionable insights and influence team strategy through communication.
• Advocate for users and develop global solutions with cross-functional teams.

Skills

Mandarin proficiency

English proficiency

Communication skills

People leadership

Analytical thinking

Creative problem solving

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.