Customer Service Lead

iSoftStone; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in the BPO sector is seeking a Customer Service Lead to manage a dynamic team and ensure exceptional service delivery. The ideal candidate will possess strong leadership skills, a proven track record in BPO management, and fluency in Mandarin and English, thriving in a fast-paced environment.

Qualifications

• Minimum 5 years of experience in BPO management or similar role.
• Proven experience managing a team of 30+ people.

Responsibilities

• Lead and manage a customer service team of 30+ members.
• Develop and enforce Standard Operating Procedures (SOPs).
• Conduct training programs for new hires and ongoing development.

Skills

Organizational skills

Multitasking

Problem solving

Communication in Mandarin

Communication in English

Job description

We are seeking an experienced and dynamic Customer Service Lead to oversee a growing team and ensure the delivery of outstanding service to our customers. The ideal candidate will have a strong background in BPO management, customer service, and team leadership, with a proven track record of optimizing operational performance, maintaining service standards, and resolving business challenges proactively.

This role requires a fluent communicator in Mandarin and English, with the ability to navigate fast paced environments and foster a collaborative team atmosphere.

Key Responsibilities:

• Lead and manage a customer service team of 30+ members, ensuring high performance and alignment with business objectives.
• Develop, maintain, and enforce Standard Operating Procedures (SOPs) to ensure consistency and quality in service delivery.
• Conduct training programs for new hires and ongoing development for existing team members.
• Track and report daily performance metrics, offering insights and solutions for improvement.
• Proactively identify and resolve business problems, implementing solutions to enhance customer satisfaction and operational efficiency.
• Foster a team-oriented environment that encourages collaboration, open communication, and a positive workplace culture.
• Act as a liaison between internal teams and customers, ensuring smooth communication and issue resolution.
• Ensure adherence to company policies and procedures, while striving to exceed customer expectations.
• Contribute to process improvements and best practices to drive operational success.
• Location: KL-reachable by public transport

Qualifications:

Experience

• Minimum 5 years of experience in BPO management, customer service, project management, or a similar role.
• Proven experience managing a team of 30+ people.

Skills

• Strong organizational and multitasking skills with the ability to lead and motiva te a team.
• Experience in maintaining and updating SOPs and performance tracking.
• Strong problem solving skills and a proactive approach to business challenges.
• Excellent communication skills in Mandarin, Cantonese, and English (spoken and written).
• Comfortable working in a Mandarin speaking environment.

Personal Attributes

• A team player with a strong desire to work in a fast paced, dynamic environment.
• Adaptable, with a focus on continuous improvement.
• Detail oriented and able to maintain a high lev el of service quality.