Senior Team Leader, Customer Service / Senior Customer Service Specialist

Khatam Festive Apparel Sdn Bhd is seeking a dedicated and motivated Senior Team Leader, Customer Service / Senior Customer Service Specialist to join our team. The role will involve overseeing a team of customer service agents, ensuring high performance, and maintaining excellent customer service standards in alignment with the Company’s business objectives.

Responsibilities:

• Establish a good relationship with customers and provide excellent customer service.
• Provide customers with accurate and precise product and service information.
• Manage customer feedback, inquiries, complaints, and requests that come through social media and email in a timely manner
• Maintain accurate records of team activities, performance, and customer interactions.
• Develop and implement strategies to enhance team performance and customer satisfaction.
• Provide problem-solving resources to answer customer questions, resolve issues, and maintain high levels of customer satisfaction.
• Ensure customer inquiries or tickets are resolved efficiently and in a timely manner.
• Supervise and lead a team of customer service agents, providing guidance and support to achieve team goals.
• Monitor team performance, provide constructive feedback, and conduct coaching sessions to improve efficiency and effectiveness.
• Ensure team members meet or exceed performance metrics and targets.
• Conduct regular team meetings to communicate updates, share information, and motivate team members.
• Collaborate with other departments to ensure smooth operations and a seamless customer experience.
• Identify training needs within the team and coordinate training programs to address skill gaps.
• Improve customer service quality by conducting surveys, evaluating processes, and re-designing workflows as needed.
• Contribute customer service insights and recommendations to strategic planning and reviews.
• Audit customer service procedures and trends to identify areas for system improvements.
• Stay updated on industry trends by participating in educational opportunities, maintaining professional networks, and joining relevant organizations.
• Prepare and present reports and updates to management.

Requirements:

• Minimum of 3++ years of experience as a Team Leader or in a similar role within a customer service environment.
• Bachelor’s degree in Business Administration, Management, or a related field is preferred.
• Excellent communication and interpersonal skills.
• Proven ability to handle escalations and resolve issues effectively.
• Proficiency in using customer service software and tools (e.g., Zendesk).
• Advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Strong organizational and time-management skills.
• Ability to thrive in a fast-paced and dynamic work environment.
• Strong leadership and team management skills.
• In-depth knowledge of customer service principles and problem-solving techniques.
• Experience in retail markets (fashion retail experience is a plus).
• Solid knowledge of online customer engagement platforms and channels.