Supervisor (EV - AU market) - mandarin speaker

Private Advertiser; Kuala Lumpur; Vor Ort; MYR 67.000 - 112.000; Vollzeit

Zusammenfassung

Private Advertiser is seeking an experienced Customer Service Supervisor to lead a team serving the Australian Automotive Market from Sunway Visio, Kuala Lumpur. You will oversee daily performance, handle escalations, and provide product expertise on automotive-related products.

The role requires at least 3 years in customer service with 1–2 years in supervision, strong English, and CRM experience (Zendesk). Early shifts aligned with Australian hours are required.

Qualifikationen

• Minimum 3 years of customer service experience with 1–2 years in a supervisory role.
• Experience with EV/automotive or dealership support is preferred.
• Experience handling ANZ customers is an advantage.
• Strong spoken and written English; Mandarin is a plus.
• Familiar with CRM / ticketing systems; Zendesk experience is an advantage.
• Proven leadership, communication, problem‑solving and escalation skills.
• Able to coach, train and develop team members.
• Comfortable with early-morning shifts aligned to Australian hours.
• Willing to work from Sunway Vision, Kuala Lumpur.

Aufgaben

• Lead, coach and monitor the Customer Service team to meet daily targets.
• Oversee QA, SLA and KPI performance for the team.
• Act as SME for EV products, including vehicle software and connected features.
• Handle escalations and complex cases with timely resolution.
• Coordinate with repair centres, showrooms and roadside providers.
• Develop knowledge materials, FAQs and troubleshooting guides.
• Conduct refresher training when new products or updates launch.
• Plan staffing during peak periods and campaigns.
• Prepare operational reports and analyze customer service trends.
• Provide customer insights to support service and product improvements.
• Ensure compliance with Australian privacy and data protection rules.

Kenntnisse

Customer Service

Team Leadership

Communication

Escalation Handling

English Proficiency

Mandarin (nice to have)

Tools

Zendesk

CRM systems

Jobbeschreibung

We are looking for an experienced Customer Service Supervisor to lead and support a customer service team serving the Australian Automotive Market. The successful candidate will oversee daily team performance, handle escalated customer cases, provide product expertise on automotive-related products and services, and ensure high customer service standards are consistently maintained.

Key responsibilities

Lead, coach and monitor the Customer Service team to achieve daily performance, QA, SLA and KPI targets.

Act as the team's EV product Subject Matter Expert (SME), particularly on vehicle software, charging, mobile applications and connected vehicle features.

Handle customer escalations and complex cases, ensuring timely and effective resolution.

Coordinate with external parties including repair centres, showrooms and roadside assistance providers when required.

Develop and maintain product knowledge materials, FAQs and troubleshooting guides.

Conduct refresher training and coaching sessions whenever new products, features or system updates are launched.

Plan staffing and team coverage during peak periods, including product launches, campaigns and marketing events.

Prepare and analyse operational reports, including team performance and customer service trends.

Provide customer insights and feedback to the client to support service and product improvements.

Ensure customer information and data are handled in accordance with Australian privacy and data protection requirements.

About you

Minimum 3 years of customer service experience, with at least 1–2 years in a supervisory or team lead role.

Experience in EV, automotive, automotive after-sales or dealership support is strongly preferred.

Experience handling Australian / New Zealand (ANZ) customers will be an added advantage.

Excellent spoken and written English.

Mandarin is an added advantage.

Familiar with CRM / ticketing systems; experience with Zendesk is an advantage.

Strong leadership, communication, problem-solving and escalation-handling skills.

Good ability to coach, train and develop customer service team members.

Comfortable working early-morning shifts aligned with Australian business hours.

Willing to work from Sunway Visio, Kuala Lumpur.