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Customer Service Team Lead
Job summary
A recruitment agency in Kuala Lumpur is seeking an experienced Customer Service Team Lead. The ideal candidate will supervise escalation teams, handle critical customer issues related to bookings and guide team members to achieve performance targets. Proficiency in English and Malay, along with leadership experience in a customer service environment, is required. Apply via email with your updated resume.
Qualifications
- Minimum 2 years in a leadership role, preferably in Customer Service or BPO.
- Proficient in both verbal and written English and Malay.
- Typing speed above 45 words per minute.
Responsibilities
- Supervise the escalation teams' daily functions.
- Handle critical customer issues involving bookings, cancellations, and refunds.
- Guide and support team members through regular coaching.
- Facilitate training on new procedures.
Skills
Tools
We are seeking Customer Service Team Lead with professional proficiency in English, based in Kuala Lumpur.
- Supervise the escalation teams (around 10 headcounts) daily functions, ensuring punctuality and compliance with organizational standards.
- Handle critical customer issues involving bookings, cancellations, and refunds, delivering timely and considerate resolutions.
- Guide and support team members through regular coaching to help them achieve and surpass performance targets.
- Facilitate training on new procedures and reinforce consistent practices to uphold service quality.
- Minimum 2 years in leadership role, preferably in Customer Service or BPO Call Center environment
- Proficient in both verbal and written English and Malay
- Competent in computer operations with solid knowledge of Microsoft Office (Word, Excel, PowerPoint, etc.) and a typing speed above 45 words per minute.
- Flexible to work in 24/7 environment with various shifts (morning, day, afternoon, and night), including weekends and public holidays.
Qualified and interested candidates may apply online or email your updated resume to sia@talentrecruit.com.my. Only shortlisted candidates will be notified.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.