Customer Support Lead

RM 4,000 - RM 4,500 / Per Mon

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Job Summary

The Customer Support Lead is responsible for overseeing the daily operations of the customer support team, ensuring high-quality service delivery that meets customer expectations.
This role involves managing daily operations, fostering team growth, and implementing strategies to enhance customer satisfaction and loyalty.
The Team Lead plays a pivotal role in driving a culture of continuous improvement and customer-centric excellence.
Responsibilities
Team Leadership
Lead and mentor team members to meet organizational standards for customer interactions and problem resolution.
Provide training and development opportunities to enhance team performance and skills.
Monitor Operations
Manage day-to-day operations, including overseeing workflows and resolving customer complaints promptly.
Ensure adherence to service level agreements (SLAs) and company policies.
Improve Customer Experience
Ensure customers receive accurate, timely, and courteous support.
Implement feedback loops to address recurring customer issues and enhance satisfaction.
Develop Strategies
Create and execute strategies to improve customer loyalty and satisfaction.
Analyze customer feedback and performance metrics to identify areas for improvement.

Diploma or Bachelor’s degree in Business Administration, Management, or a related field.
2-4 years of experience in customer service, with at least 1 year in a leadership or supervisory role.
Strong leadership and team management abilities.
Excellent communication and interpersonal skills.
Customer-focused orientation with a commitment to delivering exceptional service.
Analytical mindset with the ability to interpret performance metrics and implement improvements.