Customer Service Team Leader (Mandarin Speaker) - Ampang Jaya
Daythree Business Services Sdn Bhd Ampang Jaya Full-time
Supervise and guide the customer service team to ensure consistent, high-quality service delivery.
- Monitor team performance, identify areas for improvement, and provide coaching, support, and training as needed.
- Handle escalated customer inquiries, complaints, and complex issues via calls and emails, ensuring timely and effective resolution.
- Oversee daily operations and ensure all customer queries are responded to in a timely and accurate manner.
- Conduct regular performance reviews, set team KPIs, and report on metrics to management.
- Ensure proper documentation and updates of customer interactions in the internal database.
- Coordinate with other departments to resolve customer issues and improve service processes.
- Gather, analyze, and present customer feedback to improve service quality and customer satisfaction.
- Assist in onboarding new team members and contribute to continuous improvement initiatives.
- Stay up-to-date with product knowledge, system updates, and company policies to support the team effectively.
- Strong communication and writing skills in Mandarin.
- Minimum education: SPM
- Fresh graduates with a Diploma or Degree are encouraged to apply as training will be provided.
- 1 years to 3 years of experience in customer service or contact center (preferred).
- Ability to work well with and support the customer service team.
- Willing to interact with customers from different cultures and backgrounds.
- Comfortable working independently.
- Able to assist both local and international customers.
- Ability to perform well in a fast-paced environment.
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