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Customer Service Team Leader （中英双语，客服组长）

Seener Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia

15 days ago

Job description

Requirements

Work Experience :

At least 2 years of customer service experience, with a minimum of 1 year in team management.
Able to speak in English and Mandarin
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 & Chinese communication skillsto liaise with stakeholders.

Responsibilities

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.

Benefits

13 months bonus

allowance and bonus

medical benefits

annual leave

EPF and SOCSO

afternoon tea and snacks

friendly working culture

Skills

Excellent Communication Skills Problem-Solving Skills Leadership Skills Customer Relationship Management Conflict Resolution English Language Mandarin

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Customer Service • Kuala Lumpur, Kuala Lumpur, Malaysia

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