Job Description

Company Overview:

Our client is a premium/luxury men's healthcare company committed to normalizing conversations around men's wellness and delivering discreet, effective, and personalized treatments for conditions like ED, hair loss, pr, more.

Role Overview:

We are looking for a passionate, sales-driven

Team Lead - Customer Service

to oversee and elevate the customer support function. This role is pivotal in managing the full spectrum of online customer enquiries and playing a key role in converting inbound leads from digital marketing efforts into paying customers. If you have a strong background in customer service with a sharp commercial mindset, we want to hear from you.

Key Responsibilities:

Lead, coach, and motivate the customer service team to deliver exceptional online support across all platforms (WhatsApp, email, social media, live chat, etc.) Manage and respond to customer enquiries in a timely, empathetic, and solutions-focused manner Drive conversion of warm leads from digital marketing campaigns by effectively communicating product benefits and addressing customer concerns Collaborate with the marketing and operations teams to align customer touchpoints with campaigns and service flows Develop scripts, FAQs, and customer support SOPs to ensure consistent and high-quality responses Monitor customer service KPIs (response time, satisfaction scores, conversion rate, etc.) and continuously optimize processes Handle escalated or sensitive cases with professionalism, ensuring positive resolution and customer retention Provide regular performance and feedback reports to management with recommendations for improvement Ensure CRM data is accurately recorded, tracked, and utilized for follow-ups and sales closure

What We're Looking For:

5 - 7 years of experience in customer service, preferably in healthcare, wellness, e-commerce, or hospitality industries Proven ability to convert customer enquiries into sales Strong leadership and team management skills Excellent written and verbal communication skills in English (Mandarin is a plus) Empathetic, proactive, and solution-oriented mindset Tech-savvy with experience using CRM systems, live chat platforms, and sales funnel tracking tools Comfortable working in a fast-paced, startup environment with evolving priorities
Job Type: Full-time

Pay: RM5,000.00 - RM7,000.00 per month