Team Lead, Customer Service

GoGoVan; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

An established industry player is seeking a passionate Customer Service Supervisor to lead a dynamic team in delivering exceptional service. This role involves managing customer feedback, innovating service procedures, and fostering a collaborative team culture. The ideal candidate will have a strong background in logistics or tech, with proven leadership skills and a knack for problem resolution. Join this forward-thinking company and contribute to enhancing customer satisfaction while working in a fast-paced environment. If you are enthusiastic about logistics and technology, this opportunity is perfect for you.

Qualifications

• 3-4 years of supervisory experience in customer service or logistics.
• Proficient in CRM tools and Microsoft Office, especially Excel.

Responsibilities

• Deliver high-quality customer service and resolve feedback effectively.
• Lead and mentor customer service representatives in a fast-paced environment.

Skills

Customer Service

Conflict Resolution

Team Leadership

Communication Skills

Problem Solving

Adaptability

Education

Bachelor's Degree

Tools

CRM Tools (ZenDesk, FreshDesk, Salesforce, Microsoft CRM Dynamics)

Google Suite

Microsoft Office

Job description

Job Responsibilities

• Deliver high quality customer service standards through timely and effective resolution of customer feedback.
• Improve and innovate customer service procedures, policies, and standards in line with the company's objectives, and work with the customer service team with updated industry trends and new practices or knowledge.
• Lead, train, and mentor a team of customer service representatives in SG & MY in a fast-paced environment to enhance their skills and knowledge.
• Efficiently manage and resolve conflicts/complaints from customers' feedback which include handling all inbound calls and emails.
• Conduct proper investigation on damages or claims requests timely to ensure closure of complaints.
• Monitor customer service metrics and provide regular reports to management on performance and customer feedback, for example, Google reviews and ratings.
• Schedule and manage customer service team duty roster to ensure manpower stability in the team, and cover manpower when necessary.
• Be resilient and patient to resolve conflicts and manage customer service team grievances.
• Foster a positive and collaborative team culture that values open communication, continuous learning, and teamwork.
• Collaborate with other departments to ensure smooth and efficient operations.
• Provide all other relevant support requested by the reporting manager.

Who You Are

• Experience in the logistics industry, tech, or trucking company industry will be a plus.
• High passion for the customer service line and openness to learn.
• Experience in CRM tools (ZenDesk, FreshDesk, Salesforce, Microsoft CRM Dynamics) will be a plus.
• Proficient in fundamental Google Suite and/or Microsoft Office knowledge and experience, especially in Excel.
• Enthusiastic about logistics and technology.
• Possess at least 3-4 years of supervisory/leadership experience.
• Experience in troubleshooting and has a keen eye for problem resolution.
• Able to work independently under pressure in a fast-paced environment and during peak deliverables.
• Delivers good communication through text and phone.
• Able to work shift work, weekends, and public holidays.