[SO] ASEAN Customer Service Center | Inbound Team Lead with Malay Language

About the Position

ASEAN Customer Service Center | Inbound Team Lead with Malay Language

Location: Thành phố Hồ Chí Minh, Hồ Chí Minh, Vietnam

The Bosch Group is a leading global supplier of technology and services. Since the beginning of 2013, its operations have been divided into four business sectors: Automotive Technology, Industrial Technology, Consumer Goods, and Energy and Building Technology.

Bosch Global Software Technologies Company Limited (BGSV) is a 100% owned subsidiary of Robert Bosch GmbH, offering end-to-end Engineering, IT, and Business Solutions. Starting its operation from 2010 at Etown 2 in HCMC, BGSV is the first software development center of Bosch in Southeast Asia. With over 4,000 associates, BGSV has a global footprint and presence in the US, Europe, and the Asia Pacific region.

With our unique ability to offer end-to-end solutions that connect sensors, software, and services, we enable businesses to move from the traditional to digital or improve businesses by introducing a digital element in their products and processes.

Responsibilities

• Lead and manage daily inbound customer service operations.
• Coach, motivate, and develop Customer Service Agents.
• Monitor team performance, quality, productivity, and SLA/KPI achievement.
• Handle customer escalations, improve service quality.
• Ensure compliance with operational processes and quality standards.
• Manage workforce planning, operational reporting, onboarding, and training support activities.

Requirements

• Bachelor's degree or above.
• Minimum 5 years of experience in customer service, contact center, shared services, or BPO environments.
• Minimum 2 years of people management experience at the Team Lead or Supervisor level.
• Strong leadership, communication, coaching, and stakeholder management skills.
• Experience with CRM and contact center systems is an advantage.
• Malay: Native or near-native proficiency.
• English: Advanced professional proficiency.
• Additional ASEAN language skills are an advantage (Mandarin, Thai, Tagalog, Bahasa Indonesia, or Vietnamese).
• Experience supporting ASEAN regional customers or experience in multinational or multicultural environments is preferred.

We Offer

• Working in one of the Best Places to Work in Vietnam and Top 30 of the Most Innovative Companies all over the world.
• Join a dynamic and fast-growing global company (English-speaking environment), with opportunities to work in global projects and be part of an innovation team contributing initiative ideas to the hi-tech world.
• Onsite opportunities: short-term and long-term assignments in worldwide offices.
• Engage in our diverse training programs which surely help strengthen both your personal and professionalism.
• 13th-month salary bonus + attractive performance bonus (you'll love it!) + annual performance appraisal.
• 100% offered salary and mandatory social insurances in 2-month probation.
• 15++ days of annual leave + 1-day of birthday leave.
• Premium health insurance for employee and 02 family members.
• Flexible working time and working model.
• Lunch and parking allowance.
• Good benefits of company activities such as: football, badminton, yoga, Aerobic, team building…

About the Company

Because we do not just follow trends, we create them. Together we turn ideas into reality, working every day to make the world of tomorrow a better place. Do you have high standards when it comes to your job? So do we. At Bosch, you will discover more than just work.