Customer Service Team Lead & Operations Coach

Power Integrations; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Power Integrations in Penang is seeking a seasoned Customer Service Team Lead to coach and drive a high-performing team of representatives. You will oversee order management, escalations, and day-to-day operations to ensure top service levels.

You will work closely with Regional Sales, demand planning and logistics to meet customer expectations, while mentoring staff, conducting performance reviews, and developing careers. English and Mandarin fluency is required.

Qualifications

• Minimum 5 years leading a customer service team.
• Strong coaching and performance management skills.
• Fluent in English and Mandarin.
• Proficient in MS Office; CRM and Oracle experience.
• Detail-oriented with ability to meet KPIs.

Responsibilities

• Lead and coach a team of Customer Service Representatives to achieve KPIs.
• Manage day-to-day operations and service levels.
• Conduct performance reviews and development discussions.
• Collaborate with regional sales to resolve customer requests.
• Handle orders end-to-end and coordinate with logistics.
• Improve processes for efficiency and customer experience.

Skills

Team leadership

Coaching

Customer service

Bilingual EN/Mandarin

CRM software

Oracle order entry

Microsoft Office

Problem solving

Operations management

Education

Degree in Business Administration

Tools

Oracle

Salesforce

Business Objects

Job description

Power Integrations in Penang is seeking a seasoned Customer Service Team Lead to coach and drive a high-performing team of representatives. You will oversee order management, escalations, and day-to-day operations to ensure top service levels.

You will work closely with Regional Sales, demand planning and logistics to meet customer expectations, while mentoring staff, conducting performance reviews, and developing careers. English and Mandarin fluency is required.