Team Lead Customer Service

Language(s) Required: Mandarin, English and Bahasa Malaysia.

• Minimum of 3 years’ experience in a customer service or operations position.
• Diploma / Bachelor’s Degree in Business Administration or any related field.
• Good interpersonal skills with a positive attitude.
• Able to start immediately is an added advantage.
• Supervise and support customer service and process team for ensuring that staffs possess the knowledge and skills to promptly and effectively address donor inquiries, support requests, or issues.
• Train, mentor, and coach team members to enhance performance.
• Ensure timely and effective resolution of customer inquiries and complaints.
• Manage and track all leads to ensure follow-up and conversion.
• Responsible in handling the most complex customer complaints or enquiries and escalated issues, provide solutions to complex customer concerns.
• Motivate and encourage callers through positive communication and feedback.
• Responsible for using the resources efficiently and cost-effectively.
• By analysing records of incoming calls / outgoing calls, can identify how much actual calls were made.
• To liaise with inter-departments on customers' enquiries escalated by team members.
• Provide effective and timely feedback to the management.
• Maintain a high and consistent level of support quality across the team.
• Work closely with processing team and identify areas for improvement in customer service and agent submission processes and implement best practices.
• Develop and enforce standard operating procedures (SOPs)
• Develop action plans based on customer feedback and performance trends.
• Compiling the customer support service-related performance information and preparing the report for the management.
• Maintaining a pleasant working environment among the support team.
• Additional Special Leave.
• Dental / Optical benefit
• Weekly sport activities / Team Building
• Gym access