Customer Service Team Lead
Bangsar, M14, MY, Malaysia
Job Description
As the
Team Lead
, you'll manage the local customer service team, drive performance across all communication channels, and ensure smooth coordination with logistics, admin, and warehouse teams. You'll also be involved in resolving escalations, developing SOPs, and improving service workflows.Key Responsibilities
Lead and supervise the customer service team based in KL Oversee support across all platforms: website live chat, email, WhatsApp, Shopee, Lazada, social media Handle escalated customer inquiries, complaints, and warranty issues Coordinate closely with
warehouse
andadmin team
for smooth fulfillment and issue resolution Monitor daily workload, response rates, and service KPIs Train and mentor new team members to maintain high service quality Develop and update customer service SOPs and scripts Generate reports and identify areas of improvement in the customer journey Work with internal stakeholders (e.g. logistics, operations, product) to ensure issue resolution and customer satisfactionRequirements
Minimum 3-5 years of experience in
customer service
, with at least 1-2 years in aleadership or supervisory role
Experience ine-commerce
or retail industry preferred Proficient inEnglish
,Bahasa Malaysia
, and ideallyMandarin
Strong leadership, problem-solving, and interpersonal skills Comfortable working in a fast-paced, KPI-driven environmentJob Type: Full-time
Pay: RM4,000.00 - RM5,500.00 per month
Benefits:
Maternity leave Opportunities for promotion Professional development
Experience:
Customer service: 4 years (Preferred)
Work Location: In person
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Job Detail
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Job IdJD1241709
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBangsar, M14, MY, Malaysia
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EducationNot mentioned