Team Leader Customer Service (Cantonese Speaker)

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

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

What You Will Deliver

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

Who You Are

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

What We Offer

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