Mandarin-Speaking Customer Experience Team Lead

Klook; Malaysia; On-site; MYR 72,000 - 108,000; Full time

Job summary

Klook is seeking a Team Leader, Customer Experience (Mandarin Speaker) in Malaysia to guide a multilingual support team across calls, chats, and emails. You will drive performance, coach team members, and collaborate with Workforce Management to balance workloads while upholding high service standards.

Ideal candidates bring at least 1 year of team leadership experience in a BPO or customer-support setting, fluency in English and Mandarin, and a proactive, data-driven approach to improve

Qualifications

• Minimum 1 year of relevant professional experience as a Team Leader in BPO or Customer Support Center.
• Proficient in English (both verbal and written).
• Proficient in Microsoft/G-Suite applications (e.g. Microsoft Excel, Google Sheets).
• Able to work rotating shifts including weekends, public holidays and overnight shifts.
• Experience in project management or analytic skills is an added advantage.
• Able to stay calm and respectful under pressure from the critical escalations.
• Strong time management and multitasking skills.
• Excellent interpersonal skills for communicating with other stakeholders.

Responsibilities

• Takes ownership to lead a diversified team to ensure support provided to our customers across all platforms (i.e. calls, chats, emails) are handled with high efficiency and accuracy
• Drives and motivates team performance by building rapport and developing team members to ensure growth
• Helps the team by handling escalations including urgent, complex and sensitive cases from the team
• Guides and coaches team members on expectations and continuous improvement by communicating direction and goals through regular and clear feedback not only for performance but also attendance and adherence to policies
• Works closely with the Workforce Management team to determine anticipated work volume and optimize work distribution
• Proactively ask for and give feedback so communicating and coordinating with various departments to make positive change in the organization
• Identifies gaps and inefficiencies in targets, team performance and/or existing processes and procedures to increase the quality of customer experience
• Understands and analyzes team performance reports for management updates to make data-driven decision for better outcomes
• Contribute to the development of processes, procedures and guidelines to improve the quality of work
• Completes additional tasks and projects as assigned as a role model to ensure the effective implementation of company policies and procedures

Skills

Team leadership

English proficiency

Time management

Multitasking

Interpersonal skills

Shift flexibility

Analytic skills

Project management

Tools

Microsoft Excel

Google Sheets

Job description

Klook is seeking a Team Leader, Customer Experience (Mandarin Speaker) in Malaysia to guide a multilingual support team across calls, chats, and emails. You will drive performance, coach team members, and collaborate with Workforce Management to balance workloads while upholding high service standards.

Ideal candidates bring at least 1 year of team leadership experience in a BPO or customer-support setting, fluency in English and Mandarin, and a proactive, data-driven approach to improve