Team Lead (Hospitality Industry)

Agensi Pekerjaan JobScoper Sdn. Bhd.; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A recruitment agency is seeking a Customer Service Team Leader in Kuala Lumpur to supervise and mentor a team handling hospitality-related accounts. The ideal candidate will have supervisory experience in the customer service sector, specifically within hotels, retail, or restaurants. Fluency in English and Mandarin is essential, along with the ability to work in rotational shifts. Benefits include training, annual and medical leave, and contributions to EPF & SOSCO.

Benefits

Provided training

5 working days

EPF & SOSCO

Annual leave

Medical leave

Near to LRT Station

Qualifications

• Experience in a TL/Supervisor role in customer service, particularly in hospitality or retail.
• Working experience in BPO/Call Centre is a must.
• Ability to work in Rotational Shift.
• Immediate availability for the job.

Responsibilities

• Supervise, coach, and mentor a team of customer service representatives.
• Monitor daily operations to ensure adherence to SLAs and quality standards.
• Handle escalated customer issues for prompt resolution.
• Prepare and analyze performance reports for management.
• Drive team engagement and professional growth.

Skills

Leadership skills

Problem-solving skills

Coaching and mentoring skills

Fluency in English

Fluency in Mandarin

Job description

Job Responsibilities

• Supervise, coach, and mentor a team of customer service representatives handling hospitality-related accounts.
• Monitor daily operations to ensure adherence to service level agreements (SLAs), quality standards, and client expectations.
• Conduct regular performance reviews, provide feedback, and implement action plans to improve productivity and service delivery.
• Handle escalated customer issues, ensuring timely and effective resolution while maintaining customer satisfaction.
• Prepare and analyze performance reports (attendance, quality scores, KPIs) and present findings to management and clients.
• Collaborate with training and quality teams to identify skill gaps and provide targeted coaching.
• Support workforce management by assisting in scheduling, forecasting, and resource allocation.
• Drive team engagement, motivation, and professional growth through recognition programs and career development initiatives.

Job Requirements

• Have the experience in TL/Supervisor role in customer service facing sector, hospitality sector e.g. hotel service/front desk supervisor, retail supervisor, restaurant supervisor etc.
• Have the working experience in BPO/ Call Centre.
• Can speak in English & Mandarian with fluent.
• Can work in Rotational Shift.
• Can Immediately start the job.

Job Benefits

• Provided training.
• 5 working days.
• EPF & SOSCO.
• Annual leave & Medical leave
• Near to LRT Station.