Team Leader Customer Service (Cantonese Speaker)
GoGoX
- Kuala Lumpur
- Permanent
- Full-time
Working Arrangement: 5 days in office (Duty Roster between 7am to 12am, with 8 working hours per day)What You Will Deliver
- Oversee the day-to-day operations of the center
- Allocate manpower resources effectively across all shifts
- Motivate frontline team members to consistently improve performance
- Ensure KPIs are met in accordance with company guidelines and standards
- Identify and address existing and potential obstacles and gaps within the Customer Service (CS) team
- Manage team performance, including handling underperformers and outliers through performance improvement plans
- Handle customer complaints and issues via email and various online platforms
- Deliver professional customer service to ensure a positive experience for all customers
- Handle both inbound and outbound customer calls if required
- Holder of an Associate’s Degree or higher
- Minimum 3 years of experience in a call center (experience in complaint handling is a plus)
- Proven team leadership experience, with the ability to manage diverse personalities and performance levels
- Strong command of written and spoken Cantonese, Chinese, and English
- Proficient in Microsoft Office
- Proactive problem-solver who can anticipate and mitigate challenges
- Strong interpersonal and communication skills
- Mature, independent, and highly motivated
- Competitive salary package with attractive attendance and incentive bonuses
- Fixed allowances (including meal and transport)
- On-the-job training and continuous learning opportunities
- A company culture that promotes growth, improvement, and career advancement
- Rotational shifts: Morning, Noon, and Night (ending by 12am) — no overnight shifts