Customer Service Team Lead

We are seeking Customer Service Team Lead with professional proficiency in English, based in Kuala Lumpur.

Key Responsibilities:

• Supervise the escalation teams (around 10 head counts in a team) daily functions, ensuring punctuality and compliance with organizational standards.
• Handle critical customer issues involving bookings, cancellations, and refunds, delivering timely and considerate resolutions.
• Guide and support team members through regular coaching to help them achieve and surpass performance targets.
• Facilitate training on new procedures and reinforce consistent practices to uphold service quality.

Requirements:

• Minimum 2 years in leadership role, preferably in Customer Service or BPO Call Center environment
• Proficient in both verbal and written English and Malay
• Competent in computer operations with solid knowledge of Microsoft Office ...