As the Team Lead, you’ll manage the local customer service team, drive performance across all communication channels, and ensure smooth coordination with logistics, admin, and warehouse teams. You’ll also be involved in resolving escalations, developing SOPs, and improving service workflows.
Key Responsibilities
- Lead and supervise the customer service team based in KL
- Oversee support across all platforms: website live chat, email, WhatsApp, Shopee, Lazada, social media
- Handle escalated customer inquiries, complaints, and warranty issues
- Coordinate closely with warehouse and admin team for smooth fulfillment and issue resolution
- Monitor daily workload, response rates, and service KPIs
- Train and mentor new team members to maintain high service quality
- Develop and update customer service SOPs and scripts
- Generate reports and identify areas of improvement in the customer journey
- Work with internal stakeholders (e.g. logistics, operations, product) to ensure issue resolution and customer satisfaction
Requirements
- Minimum 3–5 years of experience in customer service, with at least 1–2 years in a leadership or supervisory role
- Experience in e-commerce or retail industry preferred
- Proficient in English, Bahasa Malaysia, and ideally Mandarin
- Strong leadership, problem-solving, and interpersonal skills
- Comfortable working in a fast-paced, KPI-driven environment
- Based in Kuala Lumpur, with ability to work on-site as needed
Job Type: Full-time
Pay: RM4,000.00 - RM5,500.00 per month
Benefits:
- Maternity leave
- Opportunities for promotion
- Professional development
Experience:
- Customer service: 4 years (Preferred)
Work Location: In person
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