Team Lead, Customer Service

Job description

What You’ll Be Doing:

Overseeing Customer Service Operations, including monitoring and reporting metrics such as customer satisfaction score, productivity, response speed, and any metric that affects the service quality.

Ensure good quality of services and strict adherence to processes.

Work cross-functionally with stakeholders and support teams to ensure best-in-class customer service.

Participate in recruitment activities (screening, interviewing).

Day to day responsibilities include:
-Ensuring daily operation runs smoothly. Report incidents to stakeholders in a timely manner.
-Provide performance monitoring of KPIs, identify trends and issues in Service quality.
-Conduct weekly/monthly performance reviews with customer service agents.
-Coordinate with the L&D team to conduct ad-hoc pieces of training, and/or re-training.
-Conduct process update/improvement projects and workshops.
-Communicate business updates, policy changes, and any relevant information to stakeholders in a timely manner.
-Planning customer service agent's monthly schedules while managing daily shrinkages


What We Look For In You:

Bachelor’s degree or relevant experience of at least 3 years in leading a team in a call center environment.

Experience leading large (>15 members) and diverse teams.

Proven experience and knowledge in effective hiring, training, coaching, and people management practices.

Strong planning and interpersonal skills as well as process-driven and detail-oriented personality.

A team player with the ability to work in a cross-functional environment and to lead complex operational initiatives.

Fluency (Verbal & Written) in English is required – Mandarin is a plus.

Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.

Willingly to work according to given schedule to support 24x7 operations.

Display ownership and accountability for offering solutions to benefit our customers and the business



Nice to Haves:

Familiarity with cryptocurrency and/or finance-technology industry.

Experience and flexibility working with diversified teams across global offices and time zones.

Working knowledge of CRM tools, such as Zendesk.

Basic computer knowledge: MacOS, Lark, Microsoft Office, and G-Suite


Benefits & Perks:

Competitive remuneration package (Basic Salary + Yearly Bonuses).

Meal Allowance up to RM 500/month

Monthly Team Building

RM 2500 Benefits per annum (Training & Wellness)

Convenient workplace (5 minutes walk from MRT TRX).

Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.

Employee engagement, recognition and appreciation program.

Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.