Customer Care Team Lead - Bangsar Trade Center

• Supervise a team responsible for handling complaints and claims from clients, excluding e-commerce-related cases.
• Ensure timely and professional resolution of escalated issues from non-e-commerce clients.
• Manage the entire claims process, including investigation and final resolution.
• Collaborate with internal teams (e.g., logistics, operations, legal) to solve complex cases and improve client satisfaction.
• Collaborate with senior management to develop and refine processes for improving the customer experience.
• Interview, train, and onboard new hires, focusing on continuous professional growth.
• Provide coaching and feedback to team members, fostering a high-performance culture.
• Perform quality assurance checks and provide timely feedback to the team.
• Monitor service quality, analyze customer service metrics, and implement action plans for continuous improvement.
• Build relationships with key clients to ensure loyalty and satisfaction.
• Ensure that service levels meet customer expectations, particularly for high-priority clients

Requirements:

• Experience in customer service leadership roles, preferably in the logistic, courier industry, travel, hospitality, or e-commerce sectors.
• Strong ability to handle customer complaints and resolve disputes efficiently.
• Excellent communication and leadership skills.
• Experience managing claims is a PLUS.
• Strong organizational skills and the ability to work in a fast-paced environment.