Team Leader ( Mandarin Speaker)

Join to apply for the

Team Leader ( Mandarin Speaker)

role at

Agensi Pekerjaan JobScoper Sdn. Bhd. Overview Lead a team of customer service representatives supporting e-commerce clients, ensuring adherence to SLAs, quality standards, and client expectations. Responsibilities

Lead and manage a team of customer service representatives supporting e-commerce clients. Oversee daily operations to ensure adherence to service level agreements (SLAs), quality standards, and client expectations. Conduct coaching, training, and performance evaluations to enhance agent productivity and service delivery. Handle escalated customer issues and provide quick, effective resolutions to ensure customer satisfaction. Collaborate with cross-functional teams (quality, training, workforce management, and operations) to improve processes and service efficiency. Monitor team performance metrics such as average handling time (AHT), customer satisfaction (CSAT), first contact resolution (FCR), and order resolution timelines. Job Requirements

Minimum 1 year of relevant experience is required. Can speak English, Cantonese and Mandarin fluently. Willing to relocate to Iskandar Puteri, JB area. Mon-Sun; 9am to 8pm (Rotational Shift). Job Benefits

Provided training. EPF & SOSCO Annual leave & Medical leave. First 6 months WFH Medical Insurance Seniority level

Associate Employment type

Full-time Job function

Customer Service Industries

Human Resources Services

#J-18808-Ljbffr