Customer Service Team Lead - Mandarin

Teleperformance; West Coast Division; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service provider in Malaysia is seeking a Customer Service Team Lead to guide their team and ensure high performance standards. The ideal candidate will have a Bachelor's degree, significant experience in fast-paced environments, and proficiency in Mandarin and English. Responsibilities include mentorship, project delivery, and developing strategies for team success.

Qualifications

• Minimum 2 years of prior relevant people management experience.
• Significant experience in a complex fast-paced environment.
• Strategic thinker with strong analytical and creative problem-solving skills.

Responsibilities

• Provide mentorship, guidance and career development to team members.
• Lead a high-performing team and build problem-solving capabilities.
• Establish team goals and strategies for execution and measurement.
• Deliver projects involving quantitative analysis and industry research.
• Identify actionable insights and influence team strategy through communication.
• Advocate for users within the market and partner with global teams.

Skills

Proficiency in Mandarin

Proficiency in English

Analytical skills

Problem-solving skills

Communication skills

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.