Job Description

Agensi Pekerjaan JobScoper Hiring! Full Time Team Lead (Ecommerce Industry) in Johor, Earn up to MYR 6,300 - Ricebowl
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Team Lead (Ecommerce Industry)
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MYR5,500 - MYR6,300 Per Month
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Posted an hour ago o Closing 8 Nov 2025
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Requirements

• Bachelor's degree or equivalent work experience.
• Can read and speak with fluent in English, Mandarin, Cantonese.
• 2-3 years' experience in a BPO/call center environment, preferably within the e-commerce sector.
• Proven leadership experience managing customer service teams.
• Strong knowledge of e-commerce operations, including order management, logistics, returns, and payment processes.
• Excellent communication and interpersonal skills with the ability to handle escalations.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency in MS Office (Excel, PowerPoint) and reporting tools; experience with CRM/e-commerce platforms is an advantage.
• Willing relocate work in Johor Bahru.

Responsibilities

• Lead and supervise a team of customer service agents handling e-commerce client accounts.
• Ensure the team meets SLAs, KPIs, and quality standards for order management, returns, refunds, and customer inquiries.
• Monitor daily operations including call, chat, and email performance, ensuring accuracy and efficiency.
• Provide coaching, mentoring, and training to team members to improve service delivery and product knowledge.
• Handle escalated customer issues related to e-commerce transactions, logistics, and payments.
• Collaborate with Quality, Training, and Operations teams to identify performance gaps and implement action plans.
• Conduct performance reviews, team huddles, and calibration sessions to maintain alignment with client expectations.
• Prepare and present reports on productivity, quality, and customer satisfaction to management and clients.
• Support continuous improvement initiatives to enhance customer experience and operational efficiency.

Benefits

• Provided training.
• Annual leave/Medical leave.
• EPF/SOSCO
• Provided allowance.

Additional Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Training Provided
• Allowance Provided

Skills
Team Leadership E-commerce Management Strategic Planning Communication Skills Problem-solving Analytical Skills
Important Information
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Skills Required