Customer Service Team Lead
Job Location:
Monthly Salary:
Experience Required:
Posted on:
30+ days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
OBJECTIVES/ PURPOSE OF JOB
The incumbent is responsible for providing high-quality customer service by responding promptly to inquiries resolving issues efficiently and ensuring customer satisfaction in accordance with company standards and procedures.
KEY ACTIVITIES/
RESPONSIBILITIES
Handle customer orders received via phone email WhatsApp or the sales team.
Ensure accurate order entry into the system to enable timely delivery.
Serve as the first point of contact for customer inquiries and handle complaints professionally; escalate to relevant departments when necessary.
Coordinate and work closely with the sales team on customer-related routine operations.
Liaise with the warehouse and customers regarding order rejections and returns.
Manage stock replenishment through billing to fulfil distributor purchase orders.
Log and manage customer complaints in the complaint system; monitor closure to ensure timely resolution.
Ensure compliance with Company Standard Operating Procedures (SOPs) and participate in Good Distribution Practice for Medical Devices (GDPMD).
Perform other ad-hoc tasks assigned.
Requirements
Higher Diploma or Bachelors Degree in Business Administration Marketing Economics or a related field.
Proficient in Microsoft Office (Excel Word PowerPoint).
Fluent in spoken and written English Bahasa Malaysia and Chinese.
Minimum 6 years of experience including team leadership or supervisory responsibilities.
Experience in healthcare medical devices or regulated industries is preferred.
Strong experience in order processing customer enquiries and complaint handling.
Proven ability to lead coach and support a customer service team.
Strong stakeholder management and ability to work closely with Sales Warehouse and cross-functional teams.
Excellent communication problem-solving and conflict resolution skills.
Strong attention to detail with the ability to work under pressure and meet tight deadlines.
Experience working with SOPs and compliance requirements (GDPMD knowledge is an advantage).
Ability to work independently in a fast-paced environment.
Benefits
13th month bonus
