Customer Service Team Lead
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Job Location:
Kuala Lumpur - Malaysia
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
- Lead coach and supervise a team of 5 Customer Service Executives.
- Monitor daily performance ticket volume and response quality.
- Manage team schedules attendance and workload distribution.
- Foster a service-oriented accountable and collaborative team culture.
- Maintain high standards for response quality professionalism and resolution accuracy.
- Monitor service metrics such as response time resolution time and customer satisfaction
- Identify recurring issues and recommend process or product improvements
- Work closely with Product Sales and Tech teams to resolve platform-related problems
- Continuously improve support workflows to increase efficiency and customer satisfaction
- Prepare weekly or monthly performance reports for management
- Ensure compliance with company policies and service standards
Qualifications :
- Diploma or Bachelors Degree in Business Communications or related field.
- 35 years of experience in Customer Service or Customer Support.
- At least 12 years of experience in a supervisory or team lead role.
- Experience supporting digital platforms SaaS products or online marketplaces is a strong advantage.
- Strong problem-solving and conflict resolution skills.
- Excellent written and verbal communication skills.
- Comfortable handling escalations and difficult customers.
Additional Information :
- Statutory deductions (EPF SOCSO EIS & PCB).
- Smart casual dress code.
- Convenient location near MRT Monorail & LRT.
- GRAB corporate benefits.
- Life insurance & panel clinic coverage.
- Optical/dental subsidy.
- Sports & education coverage.
- 12 - 22 days annual leave 16 days medical leave.
- Monthly personal development training.
- Team building activities.
- Annual increment & bonus.
Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
Ajobthing is a successful start-up that aims to deliver products that solve recruitment problems using cutting edge software, the world wide web, mobile and innovative marketing. We are result-oriented and welcome fail-fast mentality, ever willing to try out fresh ideas. When others ... View more
