Customer Service Team Lead — Quality & Coaching

CARRO

Shah Alam

In loco

MYR 42.000 - 66.000

Tempo pieno

9 giorni fa

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Descrizione del lavoro

Carro is seeking a Quality & Compliance Specialist in Malaysia to monitor Product Support Agents, handle calls, emails, live chats, and social inquiries. You will conduct root cause analyses and provide performance insights for coaching and improvement. The role supports recruitment, onboarding, and team development, with flexibility for 5-day alternate schedules.

Minimum 2–3 years in a related field and strong MS Office skills are required. Automotive customer service experience is a plus.

Competenze

At least an SPM, Diploma, Degree, or equivalent qualification.
Willingness to work on an alternate 5-day schedule.
Willingness to work on public holidays and weekends as required.
Minimum 2 to 3 years of working experience in a related field is required; experience in dealership operations, automotive customer service, sales, or as a service advisor is highly advantageous.
Proficient in Microsoft Office and familiar with call center systems.
Strong communication and interpersonal skills, with the ability to lead and motivate a team.
Proven leadership skills with the capability to handle diverse personalities and drive the team towards achieving targets.
Ability to work independently with minimal supervision.

Mansioni

Monitor Product Support Agents' transactions, calls, and emails to ensure accuracy of information and adherence to call handling standards.
Gain operational experience by actively handling calls, emails, live chats, and/or social media inquiries when needed.
Conduct root cause analyses (RCA) to provide in‑depth insights on agents' quality performance and recommend improvement actions.
Analyze customer grievances, service failures, and other non‑compliance issues to identify areas for operational improvement.
Record evaluations using departmental quality monitoring forms and maintain accurate records of findings.
Detect coaching needs based on evaluation results and implement action plans to enhance compliance with quality standards.
Provide detailed reports and performance analysis to Supervisors, offering regular feedback on agents' strengths and improvement areas.
Participate in the design and enhancement of quality monitoring forms, evaluation guidelines, and quality standards.
Join customer and client calibration sessions to better understand customer needs and align service expectations.
Support the Manager in various administrative and operational matters, including recruitment, onboarding, and team development initiatives.