Team Lead, Customer Service (Cantonese/HK Market)

Agensi Pekerjaan EPS Consultants Sdn Bhd; Kuala Lumpur; On-site; MYR 78,000 - 112,000; Full time

Job summary

Agensi Pekerjaan EPS Consultants Sdn Bhd is seeking a Team Lead, Customer Service to guide a Cantonese-speaking team serving the Hong Kong market. The role focuses on coaching, performance management, and delivering high-quality service in a fast-paced environment.

You will oversee inbound/outbound interactions, resolve complex cases, and collaborate with Billing and other operations to remove blockers and improve outcomes. Strong Cantonese and leadership experience are essential.

Qualifications

• Bachelor's degree or equivalent in a relevant field.
• 4–6 years of professional experience, with supervisory exposure.
• Strong Cantonese (spoken and written) to support HK market.
• Experience in voice-based customer interactions.

Responsibilities

• Lead and coach a team to meet performance targets and quality standards.
• Handle inbound/outbound customer interactions related to collections, billing, payments.
• Build relationships with customers and provide effective solutions.
• Own complex cases and drive timely resolutions with business needs in mind.
• Collaborate with Billing and other teams to resolve process blockers and improve outcomes.
• Monitor performance and provide ongoing guidance for development.

Skills

Team leadership

Coaching

Customer service

Cantonese

MS Excel

Stakeholder management

Communication

Education

Bachelor's degree

Tools

CRM systems

Job description

Team Lead, Customer Service (Cantonese/HK Market)

Join a dynamic global professional services environment where you will play a key role in leading customer operations and supporting high-quality service delivery. This role is ideal for someone who enjoys leading teams, resolving customer issues, and driving operational performance in a fast-paced environment.

Key responsibilities

• Supervise and motivate a team to achieve operational and performance targets. Provide coaching, manage escalated cases, and drive continuous improvements in service quality.
• Oversee and handle inbound and outbound customer interactions relating to collections, billing enquiries, payment matters, and follow-up activities.
• Build positive relationships with customers by understanding their concerns, providing appropriate solutions, and maintaining a professional, empathetic, and service-oriented approach.
• Take ownership of complex customer cases and work towards timely and effective resolutions while balancing customer needs with business requirements.
• Work closely with internal stakeholders, including Billing and other operational teams, to resolve process issues, remove service blockers, and improve overall customer outcomes.
• Monitor team performance, identify improvement opportunities, and provide ongoing guidance and coaching to support individual and team development.

About you

• Demonstrated experience in supervising, coaching, and managing a team, preferably within a customer service, collections, contact centre, or shared services environment.
• Degree holder with approximately 4–6 years of relevant professional experience, including experience in a supervisory or team leadership capacity.
• Prior experience handling voice-based customer interactions, such as customer service, contact centre operations, collections, or similar functions.
• Business-level Cantonese proficiency, both spoken and written, to effectively support the customer base.
• Comfortable working with relevant business systems and proficient in Microsoft Excel and other standard office productivity tools.
• Strong interpersonal and communication abilities, with the confidence to engage customers, manage difficult conversations, and communicate effectively with internal stakeholders.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How much notice are you required to give your current employer?
• Do you possess or have access to your own transportation?
• Which of the following languages are you fluent in?

What can I earn as a Customer Service Team Leader