Customer Service Team Lead

Recruitment Consultant l @Manpower Group Malaysia l Local Language Team

Work Hour : 7am-11pm (Earliest Shift is 7am, Latest shift will end at 11pm)

As a Customer Service Team Lead, you will be responsible for guiding and motivating a team of customer service agents to achieve operational excellence and meet performance targets. You will foster a positive team environment, encouraging collaboration and open communication among team members. Your role will involve providing hands‑on support, coaching, and feedback to enhance team performance while ensuring adherence to standard operating procedures. By actively participating in daily operations, you will help create a culture of accountability and continuous improvement, ensuring exceptional service delivery to our clients.

Key Responsibilities

Team Management

• Supervise and support a team of customer service agents, including scheduling shifts, monitoring performance, and conducting regular team meetings.
• Provide guidance and feedback to team members to enhance their skills and performance.
• Handle escalated customer issues and complex inquiries, ensuring resolution in a timely and satisfactory manner.

Performance & Quality Monitoring

Proactive Improvement

Ad‑Hoc Responsibilities

Qualifications

Experience

Skills

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service and Management

Industries

Business Consulting and Services

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