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Mandarin Team Leader (Customer Service)

Mandarin Team Leader (Customer Service)

Agensi Pekerjaan JobScoper Sdn. Bhd.Iskandar Puteri, Johor, Malaysia
2 days ago
Job description

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This range is provided by Agensi Pekerjaan JobScoper Sdn. Bhd.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Responsibility

  • Lead and supervise a team of customer service agents handling e-commerce client accounts.
  • Ensure the team meets SLAs, KPIs, and quality standards for order management, returns, refunds, and customer inquiries.
  • Monitor daily operations including call, chat, and email performance, ensuring accuracy and efficiency.
  • Provide coaching, mentoring, and training to team members to improve service delivery and product knowledge.
  • Handle escalated customer issues related to e-commerce transactions, logistics, and payments.
  • Collaborate with Quality, Training, and Operations teams to identify performance gaps and implement action plans.
  • Conduct performance reviews, team huddles, and calibration sessions to maintain alignment with client expectations.
  • Prepare and present reports on productivity, quality, and customer satisfaction to management and clients.
  • Support continuous improvement initiatives to enhance customer experience and operational efficiency.

Job Requirements

  • Bachelorâs degree or equivalent work experience.
  • Can read and speak with fluent in English, Mandarin, Cantonese.
  • 2â3 yearsâ experience in a BPO / call center environment, preferably within the e-commerce sector.
  • Proven leadership experience managing customer service teams.
  • Strong knowledge of e-commerce operations, including order management, logistics, returns, and payment processes.
  • Excellent communication and interpersonal skills with the ability to handle escalations.
  • Strong analytical and problem-solving skills with attention to detail.
  • Proficiency in MS Office (Excel, PowerPoint) and reporting tools; experience with CRM / e-commerce platforms is an advantage.
  • Willing relocate work in Johor Bahru.

    • Job Benefits

  • Provided training.
  • Annual leave / Medical leave.
  • EPF / SOSCO
  • Provided allowance.

    • Seniority level

    Associate

    Employment type

    Full-time

    Job function

    Customer Service

    Industries

    Human Resources Services

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    Team Leader • Iskandar Puteri, Johor, Malaysia