Team Lead, Customer Service (Web3)

Centauri Services and Technology – Kuala Lumpur, Kuala Lumpur

Responsibilities:

1. Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.
2. Ensure good quality of services and strict adherence to processes.
3. Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.
4. Participate in recruitment activities (screening, interviewing).

Day to Day Responsibilities include:

1. Ensuring daily operation runs smoothly and timely reports to stakeholders during incidents.
2. Provide performance monitoring of KPIs, identify trends and issues in service quality.
3. Conduct weekly/monthly performance reviews with customer service agents.
4. Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training.
5. Conduct process update/improvement projects and workshops.
6. Timely communicate business updates, policy changes, and any relevant information to stakeholders.
7. Planning customer service agent's monthly schedules while managing daily shrinkages.

What We Look For In You:

1. Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.
2. Experience leading large (>15 members) and diverse teams.
3. Proven experience and knowledge in effective hiring, training, coaching, and people management practices.
4. Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.
5. A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.
6. Fluency (Verbal & Written) in English is required – Mandarin is a plus.
7. Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
8. Willingness to work according to given schedule to support 24x7 operations.
9. Display ownership and accountability for offering solutions to benefit our customers and the business.