Customer Service Team Lead

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Responsibilities:

• Responds to live chats professionally and answers customers' enquiries.
• Able to support and understand the operation to resolve customer issues and promote good customer experience.
• Handle customer complaints, providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Manage day-to-day operations of the contact centre.
• Initiate and manage 1:1, team huddles, and team meetings effectively.
• Manage resources, planning, and implementing contact centre strategies effectively.
• Coordinate and manage client expectations.
• Ability to motivate, coach, and develop agents.
• Ensure all tickets are solved within SLAs.
• Maintain an approachable personality with strong people handling skills.
• Continuously seek improvement and plan towards achieving company goals.

Job Requirements:

• Minimum of 2 years’ experience in a related management role.
• Able to work in a fast-paced environment, independent, customer-focused, result-oriented, and disciplined.
• Ability to multi-task, prioritize, and manage time effectively.
• Agree to sign a confidentiality agreement to protect customer and company benefits.
• Equipped with a stable internet connection with a minimum speed of 10mbps as this is a work-from-home position.
• Ability to read and write in English, Bahasa Melayu, and Mandarin.
• Able to work on 24/7 rotating shifts, including weekends and public holidays. 5 days, 9 hours per week schedule. Shift rotation every month:
• (6am - 3pm)
• (11am - 8pm)
• (2pm - 11pm)
• (6pm - 3am)
• (9pm - 6am)

What you will gain:

• A platform to grow and learn, demonstrating your skills and talents.
• Be a part of a people-focused company.
• Chance to participate in multiple learning and development programs.
• Career path to grow each employee into future leaders.

How do your skills match this job?

Your application will include the following questions:

• How many years' experience do you have as a Customer Service Team Leader?