Full Time Customer Service Team Lead (Gaming) - 6 MOS Contract Jobs, Salary up to MYR 5,000 in Transcosmos Malaysia Federal Territory - Maukerja

A. Position Overview

As a Customer Service Team Lead, you will be responsible for guiding and motivating a team of customer service agents to achieve operational excellence and meet performance targets. You will foster a positive team environment, encouraging collaboration and open communication among team members. Your role will involve providing hands-on support, coaching, and feedback to enhance team performance while ensuring adherence to standard operating procedures. By actively participating in daily operations, you will help create a culture of accountability and continuous improvement, ensuring exceptional service delivery to our clients.

B. Key Responsibilities

1. Team Management:

• Supervise and support a team of customer service agents, including scheduling shifts, monitoring performance, and conducting regular team meetings.
• Provide guidance and feedback to team members to enhance their skills and performance.
• Handle escalated customer issues and complex inquiries, ensuring resolution in a timely and satisfactory manner.

2. Performance & Quality Monitoring:

• Track and analyse key performance indicators (KPIs) including agents’ attendance to assess team performance and identify areas for improvement.
• Conduct performance reviews and set development goals for team members.
• Ensure adherence to established SOPs and quality standards to maintain high levels of customer satisfaction.
• Review call recordings and other customer interactions to provide feedback and identify training needs.

3. Issue Resolution:

• Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
• Support team members in resolving complex issues and provide coaching on best practices.

4. Proactive Improvement:

• Proactively suggest improvement plans and strategies to management for enhancing team performance and service quality.

5. Ad-Hoc Responsibilities:

• Perform any other duties and responsibilities as assigned by management, related to the effective implementation, maintenance, and continual improvement of operation. C. Qualifications
• Educational Background:

Possess at least Diploma and above, in any field. SPM graduates may be considered if they have appropriate years of relevant working experience.

• Experience:

Minimum of 2 years’ of working experience in a call center or BPO environment, with prior experience in a supervisory or team leader role.

• Language Proficiency: o Fluent in English (read, write, and speak) – mandatory, to support Global customers.

Skills: o Strong leadership and team management skills.

o Excellent communication and interpersonal skills.

o Proficiency in customer service software and tools.

o Ability to analyse data and derive actionable insights.

o Problem-solving and conflict resolution skills.

o Ability to work in a fast-paced environment and adapt to changing priorities.

Pay: RM4,000.00 - RM5,000.00 per month

Benefits:

• Dental insurance
• Professional development

Work Location: In person