Customer Service Team Lead - Brokerage - KL

Minimum requirements:

• Ability to mentor a team to meet quality standards and metrics set by the department.
• Minimum of 1+ years of supervisor experience, managing and leading a team.
• Proficiency in using Excel.
• Flexibility to work in an ever-changing environment.
• Excellent written and verbal communication skills in English and one local language.
• Significant experience in a complex fast paced environment.

 Responsibilities:

• Lead and manage a team of customer service specialists in a multi-channel environment.
• Ensure optimal staffing during US market hours and coordinate coverage off-peak.
• Monitor performance and conduct coaching to improve service quality.
• Review call/chat quality and ensure compliance with internal and regulatory standards.
• Handle customer escalations and coordinate with internal teams or vendors.
• Identify process gaps and suggest improvements to enhance customer support.
• Update knowledge base and FAQs in collaboration with relevant departments