Customer Service Team Leader (Mandarin Speaker)

Customers Service Team Lead

• Purpose

You are the top tier support and the primary escalation point of your shift members. You are a subject matter expert within the department and therefore are expected to be a collaborator of information, knowledge, and guidance to your team. You are expected to ensure all team members are on task, and that customer support is operating smoothly. You are also expected to provide guidance through coaching, mentoring, developing and supporting your team members.

• Responsibilities

1Monitor and maintain a prompt rate of high quality responses to customers

2Collaborate with other teams and departments to achieve success and improvements 3Maintain a high level of CSAT quality and team member productivity

4Train, coach and mentor all team members

5Assisting in the operations of your team through completion of reports, handling escalations and management of staff rosters

• Qualifications, skills & experience

1Have at least 2-3 years experience managing a team

2Excellent communication and interpersonal skills

3Be able to work and lead a team remotely and adjust to workplace challenges

4Ability to multitask, prioritize and manage time effectively

5Familiarity with CRM systems and practices, desirable

6Ability to work under pressure

7Ability to develop people through coaching to improve performance

8The ability to quickly learn and grasp understanding of various CRM's, back office systems and processes

9The ability to know great from good, reward the great and work to improve the good.

Deliverables and Outcomes

1Ensures excellent service standards

2Provides accurate, valid and complete information.

3Manages workload delegation within the shift including attendance monitoring

4Handles escalated tickets

5Maintain high customer satisfaction

6Responds efficiently to customer inquiries

7Produces end of shift and/or VOC reports

8Attends meetings and conducts start of shift huddles

9Other deliverables and outcomes as directed by the COMPANY from time to time

Job Types: Full-time, Permanent

Pay: RM8,

• 00 - RM13,456.00 per month
  
  Benefits:
• Cell phone reimbursement

Flexible schedule

• Health insurance

Opportunities for promotion

• Professional development

Schedule:

• Rotational shift

Supplemental Pay:
Performance bonus