Team Leader Customer Service (Cantonese Speaker)

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

Job summary

GoGoVan is seeking a Team Leader for Customer Service in Kuala Lumpur. The role involves overseeing operations and managing a diverse team to ensure a high level of customer service. Candidates should possess leadership experience and strong communication skills, with a focus on performance improvement and customer satisfaction. The company offers a competitive salary and a supportive culture for career advancement.

Benefits

Competitive salary package with bonuses

Fixed allowances for meals and transport

On-the-job training

Opportunities for career advancement

Qualifications

• Minimum 3 years of experience in a call center, preferably with complaint handling.
• Strong command of Cantonese, Chinese, and English.
• Ability to manage diverse personalities and performance levels.

Responsibilities

• Oversee daily operations of the center and allocate manpower effectively.
• Manage team performance and handle customer complaints efficiently.
• Ensure KPIs are met and deliver professional customer service.

Skills

Team Leadership

Problem Solving

Customer Service

Interpersonal Skills

Communication

Education

Associate’s Degree or higher

Tools

Microsoft Office

Job description

Team Leader Customer Service (Cantonese Speaker)

Location:Megan Avenue 2, Kuala Lumpur (MRT/ LRT accessible)
Working Arrangement:5 days in office (Duty Roster between 7am to 12am, with 8 working hours per day)

What You Will Deliver

• Oversee the day-to-day operations of the center
• Allocate manpower resources effectively across all shifts
• Motivate frontline team members to consistently improve performance
• Ensure KPIs are met in accordance with company guidelines and standards
• Identify and address existing and potential obstacles and gaps within the Customer Service (CS) team
• Manage team performance, including handling underperformers and outliers through performance improvement plans
• Handle customer complaints and issues via email and various online platforms
• Deliver professional customer service to ensure a positive experience for all customers
• Handle both inbound and outbound customer calls if required

Location:Megan Avenue 2, Kuala Lumpur (MRT/ LRT accessible)
Working Arrangement:5 days in office (Duty Roster between 7am to 12am, with 8 working hours per day)

What You Will Deliver

• Oversee the day-to-day operations of the center
• Allocate manpower resources effectively across all shifts
• Motivate frontline team members to consistently improve performance
• Ensure KPIs are met in accordance with company guidelines and standards
• Identify and address existing and potential obstacles and gaps within the Customer Service (CS) team
• Manage team performance, including handling underperformers and outliers through performance improvement plans
• Handle customer complaints and issues via email and various online platforms
• Deliver professional customer service to ensure a positive experience for all customers
• Handle both inbound and outbound customer calls if required

Who You Are

• Holder of an Associate’s Degree or higher
• Minimum 3 years of experience in a call center (experience in complaint handling is a plus)
• Proven team leadership experience, with the ability to manage diverse personalities and performance levels
• Strong command of written and spoken Cantonese, Chinese, and English
• Proficient in Microsoft Office
• Proactive problem-solver who can anticipate and mitigate challenges
• Strong interpersonal and communication skills
• Mature, independent, and highly motivated

What We Offer

• Competitive salary package with attractive attendance and incentive bonuses
• Fixed allowances (including meal and transport)
• On-the-job training and continuous learning opportunities
• A company culture that promotes growth, improvement, and career advancement
• Rotational shifts:Morning, Noon, and Night (ending by 12am)— no overnight shifts