Team Lead, Customer Service

GoGoVan; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

Une entreprise innovante dans le domaine de la logistique recherche un Team Lead pour superviser sa équipe de service client à Kuala Lumpur. Vous aurez la responsabilité de diriger, former, et gérer les opérations de service client tout en veillant à ce que la satisfaction des clients soit au cœur des priorités. Ce rôle requiert un bon leadership, une connaissance des CRM et une capacité à résoudre rapidement les problèmes tout en maintenant une équipe motivée.

Qualifications

• Expérience de 3-4 ans dans un rôle de supervision.
• Connaissance des outils CRM et d'Excel.
• Passion pour le service client et la logistique.

Responsibilities

• Former et mener une équipe de représentants du service client.
• Gérer les plaintes et les retours des clients efficacement.
• Monitorer les métriques du service client et rapporter les performances.

Skills

Leadership

Customer Service

Problem Resolution

Communication

Tools

ZenDesk

FreshDesk

Salesforce

Microsoft CRM Dynamics

Microsoft Office

Google Suite

Job description

• 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.
• To 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 e.g Google reviews and ratings.
• Schedule and manage customer service team duty roster to ensure manpower stability in the team, cover manpower when necessary.
• 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 in 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 suit and/or Microsoft Office knowledge and experience, especially in Excel.
• Is enthusiastic about logistics and technology.
• Possess at least 3-4 years of supervisory/leadership.
• Experience in troubleshooting and has a keen eye for problem resolution.
• Able to work independently under pressure, fast-paced environment and during peak deliverables.
• Delivers good communication through text and phone.
• Able to work shift work, weekends, and Public Holidays.