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Customer Service Team Lead
TDCX MalaysiaKuala Lumpur, Kuala Lumpur, Malaysia1 hari lalu
Penerangan pekerjaanBachelor's Degree in any field, however candidates with Diploma and 3+ years of relevant experience are encouraged to apply. Minimum 2 years of experience as a Customer Service Team Lead. Strong background in digital marketing, preferably with ads support experience. Solid understanding of CSAT (Customer Satisfaction). Excellent analytical, critical thinking, and problem-solving skills. High proficiency in English, with strong written and verbal communication skills. Ability to thrive in a fast-paced environment. Willing to work on a 24 / 7 rotational shift schedule.
We are seeking an experienced Customer Service Team Lead with a strong background in digital marketing. This role requires flexibility to work on a 24 / 7 rotational shift schedule and the ability to lead a team in a fast-paced environment.
Key Responsibilities :
- Lead, coach, and support a team of customer service representatives.
- Handle customer queries and complaints regarding underperforming ads.
- Provide customers with clear guidance and suggestions to help improve their ads.
- Respond to customer inquiries related to missing, ongoing, or upcoming ad promotions. Ensure accurate and timely updates are provided to customers.
- Escalate complex ad-related issues to the Account Management team when required.
- Assist customers in submitting requests or cases to Account Managers.
- Manage customer issues related to billing, including incorrect charges or payment failures.
- Work with internal teams to ensure timely resolution and a positive customer experience.
Requirements :
Buat amaran kerja untuk carian ini
Customer Service • Kuala Lumpur, Kuala Lumpur, Malaysia
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