Customer Service Lead (Mandarin Speaker) - Operations, SG Marketplace
ShopeeKuala Lumpur, Kuala Lumpur, Malaysia30+ days ago
Job descriptionMinimum 6 years’ experience in customer service operations, with at least 3 years in a leadership role, preferably with experience in managing large teams Strong background in handling high-risk customer escalations with direct customer communication experience, including phone callbacks Prior experience in eCommerce or digital platform industries preferred Ability to confidently represent the company in sensitive conversations, including acting as a proxy for senior management Solid understanding of customer experience best practices or contact centre operations Excellent verbal and written communication skills; able to convey complex issues with clarity and empathy Proven track record in coaching and developing team members, with a focus on analytical thinking, quality assurance, and relationship management across multiple stakeholders Strong analytical, problem-solving, and trend analysis skills High energy, self-motivation and ability to thrive in a fast-paced, customer-focused environment Comfortable working in a fast-paced, high-growth environment Proficient in Excel; proficient with Google Applications and Microsoft Office tools (Word, Excel, PowerPoint) Bachelor’s degree in Business Administration, Communications, Operations Management, or related field Experience with legal or regulatory customer complaint handling is a strong advantage Multilingual capabilities are a plus (English, Mandarin) Mid-Senior level Full-time Other Internet Marketplace Platforms and Technology Information and Internet
Overview
Shopee — Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Customer Service Supervisor (Mandarin Speaker) – Operations, SG Marketplace
Responsibilities
- Lead customer service sub functions (includes SWAT - high-risk escalation, Community CS, Specialized queues such as Logistics, Marketing, Legal)
- Identify and implement process improvements to streamline operations, reduce backlogs and customer response times, and enhance the overall customer experience
- Support operations to optimize performance as it relates to efficiency and quality metrics
- Monitor team KPIs including CSAT, resolution time, productivity and customer sentiment; identify gaps and drive performance improvements
- Serve as the highest escalation point for complex or sensitive customer cases, including conducting direct user callbacks on behalf of senior management in high-risk or reputationally sensitive matters
- Coach, mentor, and develop a high-performing team with strong problem-solving and communication skills
- Drive initiatives to minimize recurrence of escalated issues through process redesign or system enhancement proposals
Qualifications
Seniorities
Employment type
Job function
Industries
#J-18808-Ljbffr
Create a job alert for this search
Customer Service Lead (Mandarin Speaker) - Operations, SG Marketplace • Kuala Lumpur, Kuala Lumpur, Malaysia
Related jobs
![Customer Service Role [Mandarin Speaker - Spoken]](https://cdn-logos.talent.com/v1/logo/image?feedcode=whatjobs-my&company_name=Startek%20Malaysia)
- Promoted
Customer Service Assistant Manager (Mandarin Speaker) - Operations, SG Marketplace
ShopeeKuala Lumpur, Kuala Lumpur, Malaysia Shopee — Customer Service Assistant Manager (Mandarin Speaker) - Operations, SG Marketplace.Location : Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia.
Lead customer service sub func...Show moreLast updated: 20 days ago
- Promoted
Customer Service Lead
Prism+Kuala Lumpur, Kuala Lumpur, Malaysia We are seeking a full-time Customer Service Lead based in Malaysia who will be the heart and soul of PRISM+ to our customers.
Being in a high-growth electronics company, we are looking for a candida...Show moreLast updated: 30+ days ago
- Promoted
Senior Product Manager (Mobile App Experience)
Hyphen ConnectSeremban, Negeri Sembilan, Malaysia We are hiring for one of our ecosystem projects - a cryptocurrency exchange.They are seeking a Senior Product Manager to lead product initiatives from concept to execution.In this position, you’ll ...Show moreLast updated: 30+ days ago
- Promoted
Customer Service Role [Mandarin Speaker - Spoken]
Startek MalaysiaPetaling Jaya, Selangor, Malaysia Customer Service Role (Mandarin Speaker - Spoken).This range is provided by Startek Malaysia.Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Ara...Show moreLast updated: 20 days ago
- Promoted
Microsoft 365,Teams,Sharepoint-Mandarin speaking-Malaysia
RAPSYS TECHNOLOGIES PTE LTDKuala Selangor, Kuala Selangor, Malaysia Microsoft 365, Teams, SharePoint - Mandarin speaking - Malaysia.We are seeking a skilled Microsoft 365 specialist fluent in Mandarin to manage and optimize our cloud-based collaboration platforms.T...Show moreLast updated: 12 days ago
- Promoted
Senior Manager - Business Development (Medical Consumables)
HartalegaBatu Caves, Selangor, Malaysia Mun Global is the global platform for premium healthcare and personal protective products across many markets.This position is responsible for : .
Lead and manage the full spectrum of the medical cons...Show moreLast updated: 30+ days ago
- Promoted
Head of Global Common Operations
NexperiaSeremban, Negeri Sembilan, Malaysia Head of Global Common Operations page is loaded## Head of Global Common Operationslocations : Serembanposted on : Posted Todayjob requisition id : R- • •About the job • •The Head of IT Global Commo...Show moreLast updated: 23 days ago
- Promoted
Chief of Staff – Founder’s Office (Remote)
The FlexKuala Selangor, Kuala Selangor, Malaysia Chief of Staff – Founder’s Office (Remote).The Flex Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia.At The Flex, we’re on a mission to make renting a home as effortless as buying somethin...Show moreLast updated: 1 day ago
- Promoted
Technical Product Manager – Operational Excellence (Bangkok-based, relocation provided)
AgodaKuala Selangor, Kuala Selangor, Malaysia Technical Product Manager – Operational Excellence (Bangkok-based, relocation provided) at Agoda.This role focuses on enabling Agoda Tech to become more effective in non-coding activities such as i...Show moreLast updated: 27 days ago
- Promoted
Customer Service Executive (Mandarin Speaker)
Career HorizonsPetaling Jaya, Selangor, Malaysia Our client is a key player in the fast-paced and ever-evolving B2B commerce sector, dedicated to enhancing user experience by ensuring seamless service delivery that surpasses customer expectations...Show moreLast updated: 30+ days ago
- Promoted
Customer Service Lead - Operations, SG Marketplace
ShopeeKuala Lumpur, Kuala Lumpur, Malaysia Lead customer service sub functions (includes SWAT - high-risk escalation, Community CS, Specialized queue such as Logistics, Marketing, Legal ).
Identify and implement process improvements to strea...Show moreLast updated: 30+ days ago
- Promoted
Customer Service Logistic (Mandarin Speaker)
ProspectaccessShah Alam, Selangor, Malaysia Provide customer service to Logistics clients.Handle inquiries and issues related to logistics.Manage a high volume of customer interactions through various channels.
Analyze customer feedback and i...Show moreLast updated: 30+ days ago
- Promoted
P2P Business Development Manager (Malaysia / Philippines)
AtomeSelayang Municipal Council, Selayang Municipal Council, Malaysia Full-time | Business Development.Bitget is one of the world's leading digital assets ecosystems.With over 120 million registered users, Bitget has one of the most comprehensive suites of blockchain...Show moreLast updated: 30+ days ago
- Promoted
Customer Service (Mandarin Speaker)
First Century BankKuala Lumpur, Kuala Lumpur, Malaysia Customer Service (Mandarin Speaker).This range is provided by First Century Bank.Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Manage inbound ...Show moreLast updated: 30+ days ago
- Promoted
Strategic Business Development Lead- Large Corporates
PayMate India LimitedSelayang Municipal Council, Selayang Municipal Council, Malaysia Strategic Business Development Lead - Large Corporates.You will play a key role in managing and delivering PayMate’s expansion plan into the Asia Pacific region.
The role will have the opportunity t...Show moreLast updated: 30+ days ago
- Promoted
VP, Operations, Malaysia
Rimini Street, IncSelayang Municipal Council, Selayang Municipal Council, Malaysia Nasdaq : RMNI), a Russell 2000 Company, is a global provider of end-to-end enterprise software support and innovation solutions and the leading third-party support provider for Oracle, SAP and VMwar...Show moreLast updated: 30+ days ago
- Promoted
Application Technical Lead (Mandarin Speaker)
HCLTechKuala Lumpur, Kuala Lumpur, Malaysia HCLTech, WP, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia.Supports the Senior Application Manager in executing initiatives aligned with the Division strategy.Manages assigned solution ...Show moreLast updated: 30+ days ago
- Promoted
Escalation Agent (Mandarin Speaker) - Operations, SG Marketplace
ShopeeKuala Lumpur, Kuala Lumpur, Malaysia Escalation Agent (Mandarin Speaker) - Operations, SG Marketplace.Shopee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia.
Join or sign in to find your next job.Escalation Agent (Mandarin Sp...Show moreLast updated: 30+ days ago