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Customer Service Team Leader

26/02/19 15:34
Shah Alam, Selangor
Job Type:
Full Time
RM2800.00 - RM3800.00 per month
Start Date:
Responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the unit head/head of customer service with development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.
  • Able to lead, inspire, motivate and develop a team to achieve targeted results
  • Results oriented  with the ability to set, meet and exceed targets; displays sense of urgency & persistence until goals are met
  • Customer focused & able to handle difficult situations
  • Able to build and maintain relationship; manage disagreements; value diversity
  • Adaptable and able to manage change and work in a high-stress environment
  • Confident, drive for success with a positive attitude, good judgment and strong work ethic
  • Conduct daily huddle with team to overcome challenges and to capitalize on sales opportunity
  • Provide frequent and consistent feedback to direct reports on their level of sales, customer service and coach them to help them improve their performance
  • Meet regularly with direct reports individually and collectively for mentoring and program updates
  • Coach subordinates on processes, organizational standards, attendance, punctuality & discipline related issues
  • Maximize potential of subordinates using established performance management methods and conduct formal performance evaluations
  • Monitor and ensure existence of supportive working environment(s) to promote high job satisfaction and morale
  • Assist with training needs analysis and training program development
  • Communicate department,  organizational objectives and goals to subordinates
  • Gather and/or oversee collection of procedural and product information; disseminate to staff
  • Collect & analyze team reports & come up with recommendations for team improvement
  • Responsible for identifying process improvements in team as well as contact center and for organizing resources  to find solutions and implement them
  • Attend & represent Contact Centre’s interest in planned and ad hoc project team meetings
  • Ensure that all actions are  taken to handle customers’ enquiries, problem and complaints are in compliance with the Company’s Standard Operating Procedures and Policies, and to escalate any exceptions to the relevant higher authorities for further advice
  • Provide backup support  for other Team Leaders in their absence
  • Oversee and manage effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met
  • Support Contact Centre operations as and when required
  • Manage resources through effective recruiting
  • Assume any other ad hoc duties assigned by the Management, whenever required
  • Provides leadership to subordinates through exemplary professionalism and customer service. Sets expectation and high standards of behavior for subordinates to follow
  • Minimum Diploma with at least 2-3 years accumulated service related experience, preferably with experience in a team lead role.  Sales experience will be added advantage.
  • Language proficiency in Bahasa Malaysia & English
  • Excellent communication & interpersonal skills
  • People Management Skills to coach, counsel , influence, motivate and develop staff

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