Multilingual CS Team Lead — English/Mandarin (2-Year Contract)

Adecco Outsourcing Recruitment; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Part time

Job summary

Adecco Outsourcing Recruitment is seeking a Customer Service Team Leader fluent in English and Mandarin to manage a multilingual frontline team in Kuala Lumpur. You will provide day-to-day leadership, coaching, performance management, and escalation support, ensuring service levels, productivity, and customer experience targets are met.

You will monitor queues, conduct daily huddles, review metrics, and guide agents through complex cases, while developing a positive, high-performing team culture

Qualifications

• Fluency in English and Mandarin (written and spoken).
• 3–4 years of customer service or contact centre experience.
• 1–2 years of team leadership or supervisory experience.

Responsibilities

• Lead a team supporting inbound and outbound customer interactions across Voice, Email, Live Chat, WhatsApp, SMS, Social Media Direct Messaging, Business Mailbox, and CSS Mailbox.
• Monitor queue performance and service delivery throughout the day.
• Supervise, mentor, and coach a team of Multilingual Customer Service Agents, fostering a positive and productive work environment.
• Ensure agents meet service levels, productivity targets, and quality requirements.
• Monitor team performance, provide regular feedback, conduct performance reviews, and identify areas for improvement.
• Conduct daily team huddles and operational briefings, monitor attendance, adherence, and workforce availability.
• Act as the first escalation point for customer issues and handle escalated customer issues and complex cases.
• Implement quality assurance measures to ensure the team's customer service delivery is accurate, consistent, and aligned with client expectations.
• Monitor real-time queue performance, manage staffing allocation and workload distribution.
• Track team performance metrics, analyze trends, and generate reports on key performance indicators.

Skills

Team leadership

Coaching & mentoring

Performance management

Workforce management

Quality governance

English/Mandarin communication

Multilingual team management

Education

Diploma or Degree preferred

Job description

Adecco Outsourcing Recruitment is seeking a Customer Service Team Leader fluent in English and Mandarin to manage a multilingual frontline team in Kuala Lumpur. You will provide day-to-day leadership, coaching, performance management, and escalation support, ensuring service levels, productivity, and customer experience targets are met.

You will monitor queues, conduct daily huddles, review metrics, and guide agents through complex cases, while developing a positive, high-performing team culture