Customer Service Team Lead

About Us

We are seeking an experienced and dynamic Customer Service Lead to oversee a growing team and ensure the delivery of outstanding service to our customers. The ideal candidate will have a strong background in BPO management, customer service, and team leadership, with a proven track record of optimizing operational performance, maintaining service standards, and resolving business challenges proactively.

This role requires a fluent communicator in Mandarin and English, with the ability to navigate fast paced environments and foster a collaborative team atmosphere.

Key Responsibilities

• Lead and manage a customer service team of 30+ members, ensuring high performance and alignment with business objectives.
• Develop, maintain, and enforce Standard Operating Procedures (SOPs) to ensure consistency and quality in service delivery.
• Conduct training programs for new hires and ongoing development for existing team members.
• Track and report daily performance metrics, offering insights and solutions for improvement.
• Proactively identify and resolve business problems, implementing solutions to enhance customer satisfaction and operational efficiency.
• Foster a team-oriented environment that encourages collaboration, open communication, and a positive workplace culture.
• Act as a liaison between internal teams and customers, ensuring smooth communication and issue resolution.
• Ensure adherence to company policies and procedures, while striving to exceed customer expectations.
• Contribute to process improvements and best practices to drive operational success.
• Location : KL-reachable by public transport
• Able to commit to 2 different working shift hours : 9am-6pm / 1pm-10pm

Qualifications

Skills

Personal Attributes

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