Job Description

Job Summary: The Customer Service Team Lead is responsible for leading a team of representatives to provide exceptional customer service. They will also contribute to developing efficient systems tools and KPIs for the department. This role requires a proactive and innovative individual with strong knowledge of customer service practices and the ability to optimize processes.

Key Responsibilities:

• Team Leadership: Supervise and mentor representatives to ensure exceptional service. Manage schedules and workflow to meet goals.
• Process Design and Implementation: Create efficient and scalable customer service processes from scratch. Continuously optimize for quality and efficiency.
• Utilize Available Tools: Identify and implement customer service tools to enhance support and streamline processes.
• KPI Implementation: Define and track key performance indicators to measure customer service performance. Use data to drive decision-making.
• Quality Assurance: Establish a framework to maintain performance and service quality standards. Conduct audits and provide feedback.
• Customer Feedback and Improvement: Analyze customer feedback to identify areas for improvement. Take action to enhance the customer experience.
• Training and Development: Provide ongoing training to enhance skills and knowledge. Keep the team updated on product knowledge and industry trends.
• Conflict Resolution: Assist in resolving complex customer issues showing strong problem-solving and conflict resolution skills.

[Apply now at https://my.hiredly.com/jobs/jobs-malaysia-sapelo-management-sdn-bhd-job-customer-service-team-leader]

; Requirements: - Qualifications:

• Bachelor\'s degree in a relevant field or equivalent work experience.
• Previous experience in a customer service role with a demonstrated track record of excellence.
• Proven experience in a leadership or supervisory role within a customer service team.
• Strong analytical and problem-solving skills.
• Familiarity with customer service tools and technologies.
• Excellent communication and interpersonal skills.
• Ability to work well under pressure and meet deadlines.
• Strong organizational and project management skills.

Preferred Qualifications:

• Experience in building customer service processes and systems from scratch.
• Knowledge of CRM software and ticketing systems.
• Familiarity with data analytics and reporting tools.
• Certifications in customer service or related fields.

The Customer Service Team Lead plays a pivotal role in enhancing customer satisfaction, optimizing team performance, and ensuring the department\'s success. This individual will contribute significantly to the development and growth of the company\'s customer service operations.