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Team Leader - Customer Services

RM 5,500 - RM 6,500 / month

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Job Description:

Upstream BPO is seeking a dedicated and motivated Team Leader to join our team. The successful candidate will be responsible for overseeing a team of customer service agents, ensuring high performance, and maintaining excellent customer service standards.

Responsibilities:

  • Supervise and lead a team of customer service agents.
  • Monitor team performance and provide feedback and coaching to improve efficiency and effectiveness.
  • Ensure that team members meet or exceed performance metrics and targets.
  • Handle escalated customer issues and complaints, providing resolutions in a timely and professional manner.
  • Conduct regular team meetings to update, inform, and motivate team members.
  • Develop and implement strategies to enhance team performance and customer satisfaction.
  • Maintain accurate records of team activities and performance.
  • Collaborate with other departments to ensure smooth operations and customer satisfaction.
  • Assist in recruiting, training, and onboarding new team members.
  • Identify and address training needs within the team.

Requirements:

  • 3 year+ experience as a Team Leader or similar role in a customer service environment.
  • Excellent communication and interpersonal skills.
  • Strong leadership and motivational abilities.
  • Ability to handle escalations and resolve issues effectively.
  • Proficiency in using customer service software and tools.
  • Strong organizational and time-management skills.
  • Ability to work in a fast-paced and dynamic environment.
  • Bachelor’s degree in Business Administration, Management, or a related field is preferred.

Benefits:

  • Competitive salary package.
  • Health and wellness benefits.
  • Opportunities for career advancement.
  • Comprehensive training and development programs.
  • Friendly and inclusive work environment.

Job Types: Full-time, Contract
Contract length: 24 months

Pay: RM5,500.00 - RM6,500.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Parental leave
  • Professional development

Schedule:

  • Day shift
  • Fixed shift

Supplemental Pay:

  • Attendance bonus
  • Performance bonus
  • Retention bonus
  • Yearly bonus