Job Description

As the Customer Service Team Lead, you will oversee the KL-based support team, drive performance across all communication channels, and ensure smooth coordination with logistics, admin, and warehouse teams. You will also handle escalations, develop SOPs, and continuously improve service workflows to enhance the overall customer experience.

Key Responsibilities

Lead and supervise the customer service team based in KL Oversee support across all platforms: website live chat, email, WhatsApp, Shopee, Lazada, and social media Handle escalated inquiries, complaints, and warranty issues Coordinate with warehouse and admin teams to ensure smooth order fulfillment and issue resolution Monitor daily workload, response rates, and service KPIs Train, coach, and mentor new team members to maintain high service standards Develop, maintain, and improve customer service SOPs and response scripts Prepare reports and identify opportunities to improve the customer journey Collaborate with internal teams (logistics, operations, product) to resolve issues and ensure customer satisfaction Perform other ad hoc duties as required

Requirements

3-5 years of customer service experience, with at least 1-2 years in a team lead or supervisory role Experience in e-commerce or retail environment preferred Proficient in English and Bahasa Malaysia; Mandarin is an added advantage Strong leadership, problem-solving, and interpersonal skills Comfortable working in a fast-paced, KPI-driven environment
Job 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