Customer Service Team Leader

• Day-to-day operations management and Customer Service Representatives management including leading and managing the overall performance of the team/department by monitoring Team KPIs, producing individual development plans and coaching to exceed departmental goals.
• Ensures tasks delegation and assignments are done on a daily basis to maximise the resources available in order to achieve departmental goals.
• Ensures that team members are adhering to the schedule in terms of tardiness and attendance. Also, to administer and monitor staff’s leave, punctuality, meals, breaks schedule to achieve optimal staffing capacity.
• Provide high quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.
• Be the contact point for escalations and complaints including attending to customers that are proving to be difficult to team members and resolve their complaints.
• Work closely with the Operations, Custodians, Supply, Expansion, Marketing and other departments to support their initiatives and goals as well as ensure efficient and effective collaboration between the Customer Service team and other departments.
• Provide detailed statistical feedback on performance of team members to the CS Manager for staff evaluation (Weekly & Monthly) and reward purposes (Monthly/Yearly).
• Develops strategies to promote team member adherence to SOPs, company regulations, code of conduct, operational risk requirements, zero tolerance policy and performance goals.
• Conducts team meetings/huddles to update team members on the best practices and continuous improvement/expectations.
• Performs weekly/monthly calls/chats/e-mails sampling diligently and coaches the team members accordingly for quality improvement & SOP/process/work guideline compliance. Involved directly on the call calibration sessions with the Service Quality rep, and the CS management team.
• Responsible for following through tasks and projects assigned by the Team Manager within the time frame and conditions provided.
• Supports Team Manager and performs management duties when manager is absent or out of office.

Requirements:

• Minimum 2 to 4 years of hardcore customer service experience as a Team Leader, preferably in start-ups.
• Excellent verbal and written communication skills in English. Proficiency in Mandarin & Bahasa Malaysia would be an added advantage.
• Able to work on a rotational shift basis, open and able to work remotely and outside of working hours when needed.
• Diploma/Degree and any field of studies. (Preferably Business Administration/ Mass Communication.)
• Exceptional leadership, problem-solving and people management skills.
• Proficient in computer technology especially Microsoft Office applications. Experience in reporting using Microsoft Excel/ Google Sheets is an added advantage.
• Experience in Freshdesk/Freshchat is an added advantage.
• Excellent interpersonal skills, firm and decisive to create a cordial relationship with team members.
• Self-driven and passionate about your work and obsessed with continuous improvements, whether personal or professional.
• Ability to multitask and have good temperate to handle disputes and emergencies.
• Good organisational and time management skills.
• Able to work under immense pressure and micromanagement.
• Willing to take on additional tasks assigned.
• Proactive, enthusiastic and results oriented.