Team Leader - Customer Service Desk
Key Responsibilities:
1. Leadership & Team Development:
o Lead, mentor, and motivate a team of customer service representatives to deliver exceptional service across all channels.
o Conduct regular one-on-one coaching sessions and team meetings to ensure high team engagement and development.
o Foster a positive and collaborative team culture that promotes growth, accountability, and high morale.
2. Operational Management & Resource Allocation:
o Ensure prompt, professional, and accurate handling of customer inquiries and complaints across all channels: inbound calls, emails, live chat, and social media.
o Address and resolve escalated customer issues quickly, ensuring first-contact resolution and maintaining a high level of customer satisfaction.
o Implement continuous improvement initiatives to enhance customer experiences and streamline processes.
3. Customer Service Excellence
o Ensure prompt, professional, and accurate handling of customer inquiries and complaints across all channels: inbound calls, emails, live chat, and social media.
o Address and resolve escalated customer issues quickly, ensuring first-contact resolution and maintaining a high level of customer satisfaction.
o Implement continuous improvement initiatives to enhance customer experiences and streamline processes.
4. Quality Assurance (QA) Monitoring & Performance Improvement:
o Oversee QA monitoring processes to ensure that team members are meeting established quality standards.
o Regularly review call recordings, emails, live chat, and social media interactions to assess quality of service, accuracy, and adherence to customer service protocols.
o Provide detailed feedback to team members on QA results, coaching them to improve their service quality and align with QA metrics.
5. Performance Tracking & Reporting:
Track team performance metrics, including response times, resolution rates, customer satisfaction scores, and QA scores.
o Provide regular reports on team performance, identifying key trends, areas for improvement, and actionable insights.
o Propose and execute strategies to enhance performance and meet business objectives.
6. Training & Skill Development:
o Facilitate ongoing training sessions to ensure team members are well-equipped to handle all aspects of customer service.
o Identify individual and team skill gaps and provide targeted coaching to drive continuous improvement.
o Support new hires with comprehensive onboarding and training to ensure they meet service expectations.
7. Problem-Solving & Continuous Improvement:
o Proactively identify challenges in team performance and operations, implementing solutions to improve service delivery.
o Use customer feedback and performance data to recommend and drive process improvements that increase efficiency and service quality.
Required Qualifications:
• Experience:
- Minimum 1 year of experience in a customer service role, with at least 1 year in a team leader or supervisory capacity.
• Skills & Competencies:
o Proven leadership and team management skills.
o Strong communication abilities across multiple channels (verbal and written).
o Experience with quality assurance processes, providing detailed feedback and coaching.
o Problem-solving skills and the ability to make quick, effective decisions in high-pressure situations. o Proficiency with CRM systems, customer service tools, and reporting software.
• Flexibility:
o Willingness to support the team outside of standard hours during peak periods or in cases of team shortages.
Job Types: Full-time, Contract
Pay: RM3,500.00 - RM4,300.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Professional development
Schedule:
- Day shift
- Monday to Friday
Application Question(s):
- Applicants MUST be able to start work IMMEDIATELY. Please indicate here.
- MUST be willing to fully work from OFFICE at Jalan Tun Razak, KL.