Customer Service - Team Lead (Call Operations)
US Based MNC
Location: KL Malaysia
Employment Type: Full-time
Department: Customer Service / Call Center
Job Summary
We are looking for a highly motivated and experienced Team Lead - Customer Service (Call Operations) to manage a high-performing service team. You will be responsible for not only achieving service targets but also ensuring a best-in-class experience for our members during both the benefit enquiry and pre-claim journey stages. This role includes resource planning, operational oversight, and team guidance to maintain service excellence.
Key Responsibilities
Handle complex customer enquiries via phone or live chat with professionalism and empathy
Recommend appropriate solutions to meet customer expectations
Lead and support the customer service team in achieving service quality and service level targets
Collaborate with managers to ensure proper resource planning and staff support
Manage monthly team rosters for effective resource allocation
Guide team members in day-to-day operations, resolve escalated complaints, and maintain service standards
Key Working Relationships
Job Type: Full-time
Pay: RM9,000.00 - RM150,000.00 per month
Work Location: In person
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