About the Position

Team Leader Customer Service (Cantonese Speaker)

We are seeking an experienced Team Leader for Customer Service with Cantonese proficiency to join our team in Kuala Lumpur, Malaysia.

Location

Megan Avenue 2, Kuala Lumpur (MRT/ LRT accessible)

5 days in office (Duty Roster between 7am to 12am, with 8 working hours per day)

Oversee the day-to-day operations of the center
Allocate manpower resources effectively across all shifts
Motivate frontline team members to consistently improve performance
Ensure KPIs are met in accordance with company guidelines and standards
Identify and address existing and potential obstacles and gaps within the Customer Service (CS) team
Manage team performance, including handling underperformers and outliers through performance improvement plans
Handle customer complaints and issues via email and various online platforms
Deliver professional customer service to ensure a positive experience for all customers
Handle both inbound and outbound customer calls if required

Holder of an Associate’s Degree or higher
Minimum 3 years of experience in a call center (experience in complaint handling is a plus)
Proven team leadership experience, with the ability to manage diverse personalities and performance levels
Strong command of written and spoken Cantonese, Chinese, and English
Proficient in Microsoft Office
Proactive problem-solver who can anticipate and mitigate challenges
Strong interpersonal and communication skills
Mature, independent, and highly motivated

Competitive salary package with attractive attendance and incentive bonuses
Fixed allowances (including meal and transport)
On-the-job training and continuous learning opportunities
A company culture that promotes growth, improvement, and career advancement
Rotational shifts: Morning, Noon, and Night (ending by 12am) - no overnight shifts