Customer Service Team Leader

Requirements

Work Experience:

At least 2 years of customer service experience, with a minimum of 1 year in team management.
Familiar with customer service processes, with strong communication, coordination, and problem-solving skills
Communication Skills:

Strong communication and interpersonal skills, capable of effective interactions with customers and team members.
Good team collaboration skills and ability to coordinate work across different departments.
Fluent English & Mandarin communication skills to liaise with stakeholders.
Responsibilities

Team Management:

Coordinate internal team workflows and task distribution to ensure service quality and response efficiency.
Monitor team members' performance, provide feedback and suggestions, and help improve their skills.
Organize regular team training sessions to enhance overall service levels.
Customer Issue Resolution:

Assist in handling complex or critical customer issues and complaints to ensure customer satisfaction.
Ensure timely resolution of customer issues through effective communication and problem-solving.
Set personal monthly sales targets based on departmental goals and achieve them accordingly.
Identify potential needs of a large user base and provide timely, professional services to integrate customer support with sales.
Respond promptly to customer inquiries and build long-term customer relationships.
Maintain and develop relationships with dedicated customers both online and offline with a responsible and professional service attitude.
Workflow Optimization:

Continuously analyze and optimize team workflows to improve efficiency.
Communicate and coordinate with relevant departments to drive improvements and innovations in service processes.
Data Analysis & Reporting:

Analyze customer service data to understand customer needs and provide service optimization suggestions.
Regularly report to senior management on team progress, issue resolution, and service improvements.


Working Hours:

This role follows a rotating shift system with the following possible shifts:

9:00 AM – 6:00 PM
1:30 PM – 10:30 PM
5:00 PM – 2:00 AM
5 working days per week with 2 days off.
Benefits

13 months bonus
allowance and bonus
medical benefits
annual leave
EPF and SOCSO
afternoon tea and snacks
friendly working culture