Customer Supervisor

FIT Pioneer Resources; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading global technology company in Kuala Lumpur is looking for a team leader with at least 3 years of experience in customer service centers. The ideal candidate will have proficiency in Mandarin and English, with strong management and communication skills. Responsibilities include implementing service strategies and managing team performance. This position offers a competitive salary, health insurance, and opportunities for career growth within a multinational team.

Benefits

Competitive salary

Health insurance provided

Growth opportunities

Career development

Multinational team atmosphere

Qualifications

• Minimum 3 years of working experience.
• At least 1 year as a team leader in large customer service centers.
• Experience in telecommunication or financial services is preferred.

Responsibilities

• Work closely with headquarters to implement service strategies.
• Conduct regional business planning based on team efficiency.
• Manage the team with performance management and culture building.
• Support regional publishing team in special events.

Skills

Professional proficiency in Mandarin

Professional proficiency in English

Strong communication skills

Effective team management

Customer service capabilities

Proficient in Microsoft Office

Education

Bachelor's degree or above

Job description

Requirement

• Bachelor or above degree, professional proficiency level in Mandarin and English;
• Minimum 3 years’ working experience, with at least 1 year working as the team leader in large customer service centers, preferably in telecommunication, financial service, internet service etc. Industry; experience in China or China-related companies is preferred;
• Willing to take pressure and embrace change, with strong sense of service and work enthusiasm;
• Competency in writing, analysis, communication and presentation skill, and proficiency in Microsoft office.

Responsibility

Service operation:

• Work closely with the headquarters team to quickly implement service strategies, process adjustments, etc.
• Conduct regional business planning based on team efficiency and capability, to meet business needs; raise the bar and upgrade team value;
• Strong customer service capabilities, proficient in the VIP/community/localization/app store review/offline events such as the service channels, can guide and help employees to improve service ability, and achieve performance targets incl. efficiency, quality, satisfaction etc;
• Provide suggestions and feedback on CS strategy (quality criteria, SOP & scripts, crisis mgmt etc.) based on local insight.

Team Management:

• Effectively manage team by performance management, culture building, effective communication etc.; sensitive to team feedback and take actions to ensure team stability and development;
• Build team capability and ensure the capability level meets the requirements of service needs;
• Develop, implement and maintain proper team charter/discipline requirements/job standards in accordance with local regulations.

Regional Publishing Support:

• Work closely with regional publishing team, support them in special events/tasks and build trust/connection.

Benefits

• Competitive salary
• Health insurance provided
• In-house position at a leading global technology company
• Multinational team atmosphere and international experience
• Management position
• Growth opportunities and career development