Customer Service Team Lead - Operations & Escalations

KARYA GAME SDN BHD; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

KARYA GAME SDN BHD in Malaysia is seeking an experienced Customer Service Team Lead to oversee daily operations, develop the team, and drive service quality improvements.

You will manage schedules, handle escalations, monitor KPIs, and collaborate with other departments to ensure timely and accurate information and consistent service delivery.

The role requires strong leadership, problem-solving, and the ability to train and mentor staff in a fast-paced environment.

Qualifications

• Minimum 3 years in customer service, with 1–2 years in a team lead role.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance data and drive improvements.
• Experience with shift scheduling and SOP development.
• Capable of handling escalations professionally.

Responsibilities

• Oversee daily customer service operations, manage team schedules, allocate workloads, and monitor team performance.
• Handle escalated customer complaints, complex inquiries, and operational issues, ensuring timely resolution.
• Monitor KPIs including response time, resolution rate, service quality, productivity, and customer satisfaction.
• Identify recurring issues and optimize workflows, SOPs, and service procedures.
• Collaborate with internal departments to resolve complex issues and improve service delivery.
• Train, coach, and mentor team members to strengthen knowledge and problem-solving skills.
• Ensure consistent communication, accurate information delivery, and compliance with policies.
• Maintain proper case documentation, follow up on outstanding issues, and ensure all cases are resolved within standards.
• Identify potential operational risks and escalate critical issues to management when necessary.

Skills

Leadership

Team management

Problem solving

Customer service excellence

Escalation handling

Performance analysis

Staff training

Job description

KARYA GAME SDN BHD in Malaysia is seeking an experienced Customer Service Team Lead to oversee daily operations, develop the team, and drive service quality improvements.

You will manage schedules, handle escalations, monitor KPIs, and collaborate with other departments to ensure timely and accurate information and consistent service delivery.

The role requires strong leadership, problem-solving, and the ability to train and mentor staff in a fast-paced environment.