Customer Service Team Lead
Fit Pioneer Resources Sdn Bhd
- Bangsar, Kuala Lumpur
- Permanent
- Full-time
- Bachelor or above degree, professional proficiency level in Mandarin and English;
- Minimum 3 years' working experience, with at least 1 year working as the team leader in large customer service centers, preferably in telecommunication, financial service, internet service etc. Industry; experience in Chinese or China-related companies is preferred;
- Willing to take pressure and embrace change, with strong sense of service and work enthusiasm;
- Competency in writing, analysis, communication and presentation skill, and proficiency in Microsoft office.
- Work closely with the headquarters team to quickly implement service strategies, process adjustments, etc.
- Conduct regional business planning based on team efficiency and capability, to meet business needs; raise the bar and upgrade team value;
- Strong customer service capabilities, proficient in the VIP/community/localization/app store review/offline events such as the service channels, can guide and help employees to improve service ability, and achieve performance targets incl. efficiency, quality, satisfaction etc;
- Provide suggestions and feedback on CS strategy (quality criteria, SOP & scripts, crisis mgmt etc.) based on local insight.
- Effectively manage team by performance management, culture building, effective communication etc.; sensitive to team feedback and take actions to ensure team stability and development;
- Build team capability and ensure the capability level meets the requirements of service needs;
- Develop, implement and maintain proper team charter/discipline requirements/job standards in accordance with local regulations.
- Work closely with regional publishing team, support them in special events/tasks and build trust/connection.
- 5 Working Days
Maukerja