Customer Service Team Leader

SalesWorks; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A customer service company in Kuala Lumpur is seeking a team leader to manage 10 customer service agents. The role involves ensuring that performance indicators are met, handling case escalations, and preparing performance reports. The ideal candidate will have at least 3-4 years of experience in the customer service industry, excellent communication skills in English and Bahasa Malaysia, and experience in team management. This position offers a dynamic work environment focused on achieving customer satisfaction.

Qualifications

• Minimum 1 year experience in managing a team of customer service agents.
• At least 3-4 years of experience in customer service/contact center industry.
• Fluent in English and Bahasa Malaysia; Mandarin/Cantonese is a plus.

Responsibilities

• Lead and manage a team of 10 customer service agents.
• Serve as the primary contact for case escalations and customer issues.
• Prepare and deliver performance reports on customer service metrics.

Skills

Team management

Customer service

Communication skills

Fluency in English

Computer literacy

Education

Diploma/Degree Holder

Relevant customer service experience

Tools

MS Word

Excel

Job description

Lead and manage a team of 10 customer service agents, ensuring they meet key performance indicators such as productivity, service level agreements (SLA), and turnaround time.

Serve as the primary point of contact for case escalations, customer issues, and client feedback management.

Ensure all case logs are accurately recorded, maintained, and updated in the internal database.

Prepare and deliver weekly and monthly performance reports, including analysis of customer service metrics.

Support the Supervisor/Manager in reviewing workflows, identifying process gaps, and driving continuous improvements through constructive feedback.

Demonstrate a strong sense of integrity and commitment to delivering excellent customer satisfaction.

Communicate clearly and professionally in both verbal and written formats, with strong interpersonal and communication skills.

Receive, process, and verify the accuracy of customer/donor applications using the organisation’s internal CRM system.

Proactively highlight operational issues or concerns as they arise.

Perform any other duties assigned by management as required.

Educations & Qualifications:

Diploma/Degree Holder

SPM/STPM/A-Level/Pre-U with relevant customer service experience will be considered.

Preferably with at least 3-4 years of working experience in customer service/ contact centre industry.

Knowledge & Skills:

Minimum 1 year experience in managing a team of customer service agent

Good communication skills over the phone and be fluent in English and Bahasa Malaysia.

Ability to converse in Mandarin/Cantonese will be an added advantage.

Computer literacy is essential, especially in MS Word and Excel.

Any Other Attributes:

Mature, resourceful, tactful and diplomatic with excellent listening skills.

Self-motivated individuals with integrity, drive to achieve targets and possess good organizational skills.