Customer Service Team Lead (中文客服)

DCS Card Centre; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A financial institution in Kuala Lumpur is seeking a skilled Team Leader for their customer service center. The successful candidate will lead a team, handle escalated inquiries, and ensure performance targets are met. Must have a Bachelor's degree in Finance or Business Administration, and at least 4 years of experience in a similar environment, including 2 years in a management role. Fluency in Malay, English, and Mandarin is essential for effective communication with clients. This is a 1-year contract with potential for renewal and additional bonuses based on performance.

Benefits

Monthly allowances up to RM1000

Guaranteed completion bonus after 12 months

Growth opportunities in fintech

Qualifications

• At least 4 years of experience in Call Centre, banking, or customer service environments.
• 2 years managing a team of agents or officers.
• Good command of Malay, English, and Mandarin.

Responsibilities

• Lead and motivate a team of agents to meet performance targets.
• Handle escalated customer inquiries and complaints.
• Monitor agent performance and conduct quality assurance audits.

Skills

Team leadership

Customer service

Communication

Problem-solving

Multi-tasking

Education

Bachelor’s degree in Finance or Business Administration

Minimum Diploma

Tools

Microsoft Office

Job description

DCS Card Centre

DCS Card Centre is a financial institution founded in 1973 and formerly known as Diners Club Singapore. We bring decades of expertise and commitment to payments and innovate digital solutions to DeCard.

With a strong heritage rooted in the space, our expertise in delivering secure, reliable, and cutting‑edge payment solutions is licensed by the Monetary Authority of Singapore (MAS) and governed under the Banking Act.

What you’ll be working on:

• Lead and motivate a team of agents, ensuring they meet performance targets.
• Handle escalated customer inquiries and complaints, providing timely and effective solutions.
• Monitor agent performance, conduct quality assurance audits, and provide coaching and feedback.
• Collaborate with trainer and QA, keep agents updated on product knowledge and process changes. Foster a culture of continuous learning and development.
• Process Improvement: Identify opportunities to improve processes and enhance efficiency.

What we’re looking for:

• Bachelor’s degree in Finance, Business Administration, or related field.
• Minimum Diploma or above.
• At least 4 years of experience in Call Centre, banking or customer service environments, 2 years in managing a team of agents/ officers.
• Good command of spoken and written Malay, English and Mandarin to effectively communicate with Mandarin‑speaking clients.
• Positive attitude, independent, able to multi‑task and a team player.
• Pleasant voice, attentive listening and good communication skills.
• Proficient in computer skills such as Microsoft Office applications.

Additional Information:

This position is a 1-year contract with potential renewal and guaranteed completion bonus rewarded upon completion of 12-month.

Monthly allowances up to RM1000 variable allowances for attendance and KPI.

Why Join Us?

Be part of the fintech transformation with a legacy brand that is innovating in Web3 and TradFi.

Work on cutting‑edge product DeCard that combines stablecoin and fiat flexibility.

Growth opportunities and exposure to cross‑regional responsibilities.

Culture of innovation and collaborative impact with high standards.

Discover your potential with DCS. Apply now and be part of our success story!

Be careful – Don’t provide your bank or credit card details when applying for jobs. Don’t transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.