Customer Support Supervisor

Tesla; Sepang; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading electric vehicle manufacturer is seeking a Team Supervisor for their Multilingual Customer Service Support Team in Sepang, Malaysia. The ideal candidate will possess outstanding interpersonal and leadership skills, excel in fast-paced environments, and be fluent in English and Cantonese. Responsibilities include supervising team performance, improving processes, and ensuring high standards of customer support. Join a company focused on innovation and exceptional service, making a significant contribution to customers and your team.

Qualifications

• Previous supervisory experience within a Customer Support team is desired.
• Experience with candidate selection/interviewing techniques.
• Fluent in English and Cantonese.

Responsibilities

• Continuously challenge the status quo and work well under pressure.
• Be strategic and proactive in planning.
• Hold regular 1:1 meetings with team members.
• Oversee quality assurance processes for customer support.

Skills

Outstanding interpersonal skills

Leadership qualities

Excellent written and oral communication skills

Ability to prioritize effectively

Customer service mindset

Job description

Overview

Tesla is looking for a Team Supervisor for our Multilingual Customer Service Support Team to work on one of the most progressive, premium brands in the world.

We are looking for a forward-thinking team player who thrives in a fast-paced, ever-evolving environment. Our Tesla Leader acts in the best interest of Tesla at all times. You must have a passion for our mission, our people, and our customers.

Flexibility of schedule, an open mind, patience, and a lot of multi-tasking will be required daily. You must be a self-starter and be able to maintain a high level of productivity with a minimum of supervision. Your core values should revolve around providing amazing service and exceeding customer expectations, while having a calm and focused demeanor.

Responsibilities

• Continuously challenge the status quo and work well in high-pressure situations. Exceptional prioritization and time management skills are essential for success.
• Be strategic and proactive. You must think and plan ahead to give your team the tools they need to be successful, including multilingual resources and training.
• Be self-aware, flexible, and open-minded.
• Possess a rare combination of analytical thinking, hands-on problem solving, and a customer-service mindset.
• Be an advocate for your customers and your team. Your success depends on theirs.
• Involvement in recruiting, onboarding, and training of new Service Support team members, with a focus on multilingual capabilities.
• Hold regular 1:1 meetings with team direct reports to establish and report individual and team performance and metrics.
• Hold annual (or applicable) individual performance reviews in line with company review processes.
• Provide escalation assistance to team colleagues and other departments as appropriate, including out-of-hours/weekends, ensuring multilingual support is available.
• Develop and evolve strong working relationships with peers and stakeholders across the business.
• Work with department peers and team members to identify process and procedure opportunities to enhance and improve the customer experience, incorporating multilingual best practices.
• Stay up to date with the latest product specifications and assist in educating the team on updates, new developments, etc.
• Oversee quality assurance processes, including monitoring team interactions, conducting audits, providing feedback on service quality, and implementing improvements to maintain high standards of customer support and compliance.

Requirements

• Outstanding interpersonal skills and stand-out leadership qualities with the ability to motivate and ‘lead by example’ in a multilingual team setting.
• Attitude and approach are everything. You must:
• Be a leader and a team-player.
• Have a high degree of energy, drive, enthusiasm, and professionalism.
• Ability to prioritize effectively, handle shifting priorities, and work effectively in a fast-moving environment.
• Establish and maintain working relationships with global support peers and managers to facilitate shared information and best practice exchange.
• Experience with candidate selection/interviewing techniques.
• Support new starters during training, onboarding, and introduction to queues, emphasizing multilingual proficiency.
• Excellent written and oral communication skills in multiple languages (see Language Requirements below).
• Previous supervisory experience within a Customer Support team is desired, although not essential.
• Previous working experience with CRM, knowledge-based, and troubleshooting programs is a plus.

Language Requirements

• Fluent in English and Cantonese (mandatory)