Customer Service Team Lead - Mandarin

Teleperformance; Remote; MYR 60,000 - 80,000; Full time

Job summary

A leading customer service provider in Malaysia is seeking a Customer Service Team Lead to mentor and guide the team, ensuring performance standards are met. The ideal candidate should have a Bachelor's degree, be proficient in Mandarin and English, and possess strong analytical skills. Responsibilities include leading a high-performing team and delivering projects to improve user experience. This role offers a dynamic work environment with significant opportunities for career growth.

Qualifications

• Minimum 2 years of prior relevant people management experience.
• Significant experience in a complex fast paced environment.
• 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.
• Establish team goals and execute strategies.
• Deliver projects involving quantitative analysis and strategy development.
• Advocate for users within their market.

Skills

Proficiency in Mandarin and English

Analytical problem-solving skills

Excellent written and verbal communication

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 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.