Team Leader Customer Service

Location:  Megan Avenue 2, Kuala Lumpur (MRT/ LRT accessible)
Working Arrangement:  5 days in office (Duty Roster between 7am to 12am, with 8 working hours per day)
What You Will Deliver

• Oversee the day-to-day operations of the center
• Allocate manpower resources effectively across all shifts
• Motivate frontline team members to consistently improve performance
• Ensure KPIs are met in accordance with company guidelines and standards
• Identify and address existing and potential obstacles and gaps within the Customer Service (CS) team
• Manage team performance, including handling underperformers and outliers through performance improvement plans
• Handle customer complaints and issues via email and various online platforms
• Deliver professional customer service to ensure a positive experience for all customers
• Handle both inbound and outbound customer calls if required