Team Leader - Customer Service

Overview GCC - Kuala Lumpur office is inviting high calibre professionals to apply for the following position.

Job Title :

Team Leader – Customer Service

Location : Kuala Lumpur

Job Level : 5C

Reporting to : Manager

Positions Opened : 05 Nos.

Responsibilities

Key Expectations : Knowledge of shipping and logistics domain; able to achieve targets and exceed them consistently; contribute ideas to improve processes; identify issues and advise solutions; record and maintain productivity data in the respective DB / excel sheets; perform activities free from errors.

Functional Tasks : Serve as the 1st level of escalation for queries; verify productivity and accuracy numbers; maintain communication with area counterparts; perform coordinator tasks when needed; deliver service level components, quality and productivity targets; drive continuous improvement; develop / implement action plans; participate in staff training; prepare and analyze reports; publish reports timely; collaborate with team to solve customer problems; understand and address team members’ strengths and areas for improvement; provide suggestions for process and product improvements; make decisions to improve customer satisfaction; review feedback from the Area office; liaise with other teams to optimize volumes; manage attrition through engagement; build and maintain strong relationships with team members; motivate and develop the team; conduct performance appraisals; disseminate information between management and team; schedule shifts; manage leave planning; participate in organizational projects like BCM; analyze data for meaningful insights; use MS Excel, Qlik, Power BI; knowledge of R and Python is an added advantage.

Team Management : Lead the team with focus on performance, behavior, guidance, motivation, team dynamics, grievance handling, and adherence to values and ethics; develop personal acumen in people management; escalate issues after attempting internal resolutions; handle reports to authorities / committees as required; provide fair and honest feedback to team members and be open to feedback themselves.

Qualifications & Desired Profile

Graduate from a reputed university.

Good spoken and written communication skills.

Strong keyboard skills / typing speed.

Team player with positive attitude.

Working Conditions

Flexible shift timings.

Non-routine duties; willingness to travel and work from other offices based on business requirements.

Local conditions applicable.

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