Job Description

About YouCARSOME is on the hunt for a talented and experienced Team Lead, Customer Service. This position will assist agent for to improve quality from the agent at CARSOME.Your Day-to-Day

• Lead and manage a team of customer service representatives, providing guidance and support to ensure high performance

• Provide product information, troubleshooting assistance, and technical support, while ensuring consistent and accurate responses

• Track team performance metrics and provide regular reports to management

• Provide daily reports on customer interactions and transactions using Zoho and CMS software or other tools

• Resolve complex customer issues and complaints, escalating cases to relevant stakeholders or management as needed

• Collaborate with internal teams to address customer concerns and implement process improvements

• Contribute to the development of training materials, support documentation, and FAQs for the team

• At least 2 years of experience in a customer service or team leadership role is preferred

• Prior experience in the automotive industry is an advantage but not mandatory
• Strong problem-solving abilities and attention to detail
• Ability to multitask, priorities, and manage time effectively in a fast-paced environment
• A positive attitude and a commitment to delivering exceptional customer experiences
• Willingness to work a flexible schedule, including weekends and public holidays
• Excellent verbal and written communication skills in English and Bahasa Malaysia
• Ability to speak in Mandarin/Hokkien/Cantonese is an advantage

Carsome