Customer Service / Helpdesk Team Lead (SSC)
AverisKuala Lumpur, Kuala Lumpur, Malaysia1 day ago
Job descriptionResponsible for leading a team and overseeing the day-to‑day operations to ensure smooth and efficient workflow. Act as the first-level contact for all HR-related inquiries through email, call, or ticketing system. Provide accurate and timely guidance on HR policies, claims, benefits, leave, and system-related matters. Analyse each inquiry in detail and apply Standard Operating Procedures (SOP) to ensure consistent handling. Log and manage all HR cases in the ticketing system, ensuring timely resolution and closure in line with Service Level Agreements (SLAs). Escalate complex or out-of-scope cases to relevant support functions as needed. Maintain and update HR knowledge base articles, FAQs, and SOPs to ensure accuracy and usability. Promote employee self-service through HR platforms (e.g., Workday) and guide users on common transactions. Track inquiry trends and identify recurring issues, recommending process or policy improvements. Support Continuous Improvement (CI) initiatives to enhance operational efficiency, service quality, and employee satisfaction. Ensure confidentiality, data accuracy, and compliance with HR governance standards. Handle and oversee all travel arrangements (air, lodging, etc.) and operations. Manage relationships with senior management, travel agencies, and vendors. Negotiate contracts or rates with travel service providers. Ensure compliance in all aspects of travel procedures. Drive continuous improvement of travel programs. Develop strategic policies and programs for corporate travel. Malaysia PH, if required. A diploma / degree in Human Resources, Psychology, Business Administration or any relevant discipline. At least 4‑8 years of experience in a customer service / call center role is an advantage. Experience in leading a team is an added advantage. Candidate with experience in any ticketing system would be an added advantage. Willing to be based at Bangsar South, Kuala Lumpur (accessible by LRT).
Customer Service / Helpdesk Team Lead (SSC)
Established in 2006, Averis is recognised as a multinational Global Business Services and Solutions provider that specialises in Finance & Accounting, Human Resources, IT Project & Operation, Shipping Documentation, Change Management, Recruitment Process Outsourcing, Corporate Function Services, and Digital.
We’re currently headquartered in Kuala Lumpur, Malaysia, and have recently expanded to Penang, Dubai, Brazil, and Indonesia. To date, we support our customers across various industries that range from manufacturing to RSPO certified palm, and clean and renewable energy.
Job Highlights
- Cross-functional training and opportunities for job rotations
- Exciting recreational and employee engagement activities
Job Descriptions
Travel Arrangement
Requirements
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Human Resources
Industries
Outsourcing and Offshoring Consulting and Human Resources Services
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Customer Service • Kuala Lumpur, Kuala Lumpur, Malaysia
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