[ref. s5152721] Customer Service Team Leader

Work Experience:

• At least 2 years of customer service experience, with a minimum of 1 year in team management.
• Familiar with customer service processes, with strong communication, coordination, and problem-solving skills

Communication Skills:

• Strong communication and interpersonal skills, capable of effective interactions with customers and team members.
• Good team collaboration skills and ability to coordinate work across different departments.
• Fluent English & Mandarin communication skills to liaise with stakeholders.

Team Management:

• Coordinate internal team workflows and task distribution to ensure service quality and response efficiency.
• Monitor team members' performance, provide feedback and suggestions, and help improve their skills.
• Organize regular team training sessions to enhance overall service levels.

Customer Issue Resolution:

• Assist in handling complex or critical customer issues and complaints to ensure customer satisfaction.
• Ensure timely resolution of customer issues through effective communication and problem-solving.
• Set personal monthly sales targets based on departmental goals and achieve them accordingly.
• Identify potential needs of a large user base and provide timely, professional services to integrate customer support with sales.
• Respond promptly to customer inquiries and build long-term customer relationships.
• Maintain and develop relationships with dedicated customers both online and offline with a responsible and professional service attitude.

Workflow Optimization:

• Continuously analyze and optimize team workflows to improve efficiency.
• Communicate and coordinate with relevant departments to drive improvements and innovations in service processes.

Data Analysis & Reporting:

• Analyze customer service data to understand customer needs and provide service optimization suggestions.
• Regularly report to senior management on team progress, issue resolution, and service improvements.

Working Hours:

This role follows a rotating shift system with the following possible shifts:

• 9:00 AM – 6:00 PM
• 1:30 PM – 10:30 PM
• 5:00 PM – 2:00 AM
• 5 working days per week with 2 days off.
• 13 months bonus
• allowance and bonus
• medical benefits
• annual leave
• EPF and SOCSO
• afternoon tea and snacks
• friendly working culture