Customer Service Executive/Team Leader/Trainer (中文)
- Shah Alam, Selangor
- Permanent
- Full-time
- Experience: prefer 1+ year in customer service, but fresh graduate are welcome to apply
- Excellent verbal/written communication.
- Strong problem-solving and multitasking abilities.
- Proficiency with basic computer skills.
- Patience and empathy when handling frustrated customers.
- Proficiency in Mandarin and English (Read/Write/Speak)
- Minimum 2 years of experience in customer service/contact centre
- Must able to speak, read and write in Mandarin fluently
- At least 1 year in a team leader/supervisory role
- Strong leadership and people management skills
- Excellent verbal and written communication in English
- Familiarity with digital banking or financial services is an advantage
- Able to work on the specified shift and rest days
- Minimum education: Diploma or Degree in any relevant field.
- Proven experience (1-2 years) in customer service training or related field.
- Must be able to speak, read, and write in Mandarin fluently.
- Strong verbal and written communication skills in both Mandarin and English.
- Solid understanding of customer service principles and best practices.
- Ability to deliver engaging presentations and training sessions.
- Strong interpersonal skills and the ability to motivate and coach others.
- Detail-oriented, organized, and able to manage multiple training programs simultaneously.
- Comfortable working in a fast-paced and multicultural environment.
- Experience in contact center operations is an added advantage.
- Respond promptly to customer inquiries via phone, email, and live chat.
- Troubleshoot and resolve issues related to orders or services.
- Maintain detailed records of customer.
- Identify opportunities to improve customer satisfaction and loyalty.
- Lead and motivate a team of Customer Service Executives
- Monitor daily team performance and service level metrics
- Conduct coaching, feedback sessions, and performance evaluations
- Handle escalations and ensure timely resolution of customer issues• Liaise with internal departments to ensure operational efficiency
- Drive continuous improvement initiatives across the team
- Ensure adherence to company policies, compliance, and SOPs
- Develop & deliver comprehensive training programs for new hires and existing cs staff.
- Conduct training sessions in both English and Mandarin.
- Monitor & assess the effectiveness of training programs through evaluations, feedback & performance tracking.
- Provide ongoing coaching and support to ensure service excellence.
- Update training materials and resources to reflect changes in products, services, and policies.
- Work closely with the Quality Assurance and Operations teams to identify training needs and performance gaps.
- Maintain accurate training records and documentation.
- Support bilingual staff in improving Mandarin communication skills when required.
- Assist in onboarding Mandarin-speaking customer service executives.
- Stay updated on industry trends and customer service best practices.
- Medical Leave
- Annual Leave
- Training provided
- 5 Working Days
- Training Provided
- Allowance Provided
Maukerja