Team Lead (Administrative Coordinator)

CTC Global; Selangor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading IT service provider in Selangor, Malaysia is seeking a skilled supervisor to lead Administrative Coordinators. Your role will include providing ongoing support, assisting in resource planning, and ensuring high-quality customer service. Candidates should possess a Diploma or Bachelor’s degree in relevant fields and demonstrate strong leadership experience. Join us to enhance operational efficiency and develop staff capabilities in a dynamic environment.

Qualifications

• Proven experience in team leadership within customer service or administrative environments.
• Familiarity with IT ticketing systems and work order management tools is advantageous.
• Exposure to field service operations or IT service environments is a plus.

Responsibilities

• Supervise and lead Administrative Coordinators.
• Assist Field Service Manager in resource planning.
• Address customer inquiries and provide resolutions.
• Monitor performance issues and implement corrective measures.
• Prepare and deliver weekly customer reports.

Skills

MS Office Suite proficiency

Customer-centric mindset

Verbal communication skills

Mentoring abilities

Time management skills

Analytical thinking

Problem-solving skills

Flexibility and adaptability

Education

Diploma or Bachelor’s degree in Business Management or IT

Job description

Supervise and lead Administrative Coordinators to maintain alignment with SOPs.

Provide ongoing support, feedback, and training to enhance the team's skills and efficiency.

Resource Allocation and Workflow Management

Assist the Field Service Manager in resource planning to address daily ticket influx and operational demands.

Monitor, track, and validate ticket queues to ensure accurate and efficient work order completion.

Customer Interaction and Issue Resolution

Address customer inquiries promptly and provide resolution to reported issues.

Solicit and act upon customer feedback to identify and implement improvements.

Performance and Quality Management

Investigate substandard performance issues, implement corrective measures, and elevate where required.

Ensure accurate billing and timely submission of all associated documentation.

Reporting and Documentation

Prepare and deliver weekly customer reports, ensuring accuracy and alignment with their presentation formats.

Operational Support

Provide guidance to field service teams to deliver timely and high-quality service.

Recommend opportunities to enhance operational efficiency and team performance.

Staff Development

Collaborate with FSM to design and implement staff development programs aimed at enhancing the team members capabilities.

Education and Experience

Qualifications

Diploma or Bachelor’s degree in Business Management, Information Technology, or a related field.

Experience

Proven experience in team leadership within a customer service, administrative support, or technical coordination environment. Exposure to field service operations or IT service environments is an added advantage.

Knowledge

Familiarity with IT ticketing systems, work order management tools, and reporting dashboards. Understanding of customer service best practices, SOP adherence, and performance monitoring standards.

Skills and Attributes

• Proficient in MS Office Suite (Word, Excel, PowerPoint).
• Strong customer‑centric mindset and ability to build client relationships.
• Good verbal and written communication skills.
• Demonstrated ability to lead, mentor, and develop team members.
• Strong time management, analytical thinking, and problem‑solving skills.
• Flexible and adaptable to changing operational needs.
• Possess own transportation for occasional travel to client sites.