Team Lead, Customer Service

Delivery Hero Austria; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading company in delivery services is seeking a Customer Service High Level Escalations Team Lead in Kuala Lumpur. The role focuses on managing team performance, handling complex customer escalations, and ensuring compliance with company standards. The ideal candidate will possess strong leadership and data-driven decision-making abilities, with a passion for enhancing customer experiences.

Qualifications

• Proficiency in English (reading and speaking).
• Experience supervising a Performance Development team.
• Strong people management skills and motivational abilities.

Responsibilities

• Lead team performance and manage complex customer service escalations.
• Motivate team members and coach for performance improvements.
• Use data analysis for process improvements and report on performance.

Skills

Leadership

Communication

Motivational skills

Data analysis

People management

Results-oriented mindset

Job description

About the opportunity

The position involves leading and managing the overall performance of the Customer Service High Level Escalations Team, which handles complex cases involving Governmental Bodies, Stakeholders, and other high-level escalations. The ideal candidate should be capable of making data-driven decisions in a fast-paced, complex environment. If you are passionate about delivering exceptional customer experiences, enthusiastic about solutions, and have management experience, this role could be a good fit.

Does this sound like you? If so, do apply!

• Focuses on motivating and inspiring the team to achieve goals and meet KPIs by driving individual and team performance.
• Ensures the team handles daily operational tasks according to established processes and instructions.
• Assists management with hiring and training new team members.
• Encourages team members, communicates goals, and identifies training needs.
• Conducts team meetings to share best practices and update on expectations.
• Holds regular 1:1 meetings with team members to discuss performance and development.
• Prepares detailed reports on team performance, objectives, and deadlines.
• Uses data analysis to support process improvements and resolve workflow issues.
• Develops strategies to ensure adherence to company regulations and performance standards.
• Inspects current procedures and develops quality assessment measures to ensure output reliability.

What you need to be successful

• Proficiency in English (reading and speaking)
• Strong people management skills
• Experience supervising a Performance Development team
• Leadership, feedback, and coaching abilities
• Excellent oral and written communication skills
• Motivational skills
• Results-oriented mindset
• Experience in employee training
• Self-motivation
• Ability to build strong relationships

Who we are

foodpanda is part of the Delivery Hero Group, a global leader in local delivery services. Our mission is to deliver an exceptional experience—fast, easy, and at your doorstep. We operate in over 70 countries worldwide. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX index.