Customer Service Team Lead (中文客服)

What you’ll be working on:
-Lead and motivate a team of agents, ensuring they meet performance targets.
-Handle escalated customer inquiries and complaints, providing timely and effective solutions.
-Monitor agent performance, conduct quality assurance audits, and provide coaching and feedback.
-Collaborate with trainer and QA, keep agents updated on product knowledge and process changes. Foster a culture of continuous learning and development.
-Process Improvement: Identify opportunities to improve processes and enhance efficiency

What we’re looking for:
-Bachelor’s degree in Finance, Business Administration, or related field.
-Minimum Diploma or above.
-At least 4 years of experience in Call Centre, banking or customer service environments, 2 years in managing a team of agents/ officers.
-Good command of spoken and written Malay, English and Mandarin to effectively communicate with Mandarin-speaking clients.
-Positive attitude, independent, able to multi-task and a team player.
-Pleasant voice, attentive listening and good communication skills.
-Proficient in computer skills such as Microsoft Office applications.