Lead, Customer Service Operations (Cantonese/HK Market)

Agensi Pekerjaan EPS Consultants Sdn Bhd

Kuala Lumpur

On-site

MYR 78,000 - 112,000

Full time

8 days ago

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Job summary

Agensi Pekerjaan EPS Consultants Sdn Bhd is seeking a Team Lead, Customer Service to guide a Cantonese-speaking team serving the Hong Kong market. The role focuses on coaching, performance management, and delivering high-quality service in a fast-paced environment.

You will oversee inbound/outbound interactions, resolve complex cases, and collaborate with Billing and other operations to remove blockers and improve outcomes. Strong Cantonese and leadership experience are essential.

Qualifications

Bachelor's degree or equivalent in a relevant field.
4–6 years of professional experience, with supervisory exposure.
Strong Cantonese (spoken and written) to support HK market.
Experience in voice-based customer interactions.

Responsibilities

Lead and coach a team to meet performance targets and quality standards.
Handle inbound/outbound customer interactions related to collections, billing, payments.
Build relationships with customers and provide effective solutions.
Own complex cases and drive timely resolutions with business needs in mind.
Collaborate with Billing and other teams to resolve process blockers and improve outcomes.
Monitor performance and provide ongoing guidance for development.