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Jobs in Malaysia   »   Jobs in Kuala Lumpur   »   Customer Service jobs   »   Customer Service Team Leader (Chinese Speaker)

Customer Service Team Leader (Chinese Speaker)

Kuala Lumpur

Description

The role requires the individual to oversee a team of virtual customer service specialists who;

  • Provide high quality customer support experience for end user thru phone/email/chat, in order to increase lifetime value, and overall satisfaction with hardware and digital content
  • Provide strategic and consultative advise and help solve technical issues by working with a large number of businesses from your market

Responsibility

  • Able to use quantitative abilities to make effective, strategic decisions and able toexercise extraordinary judgment as a key stakeholder in defining our long-term long-tail service strategy. 
  • Provide daily direction and communication to employees in a timely, efficient and
  • knowledgeable manner. Provide continual evaluation of processes and procedures.
  • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  • Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement
  • Be available for employees that experience work and/or personal problems, providing appropriate coaching, counseling, direction and resolution.
  • Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and
  • reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement
  • Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively

Training & Development:

  • Insure employees have appropriate training and other resources to perform their jobs.
  • Respond to and resolve employee relations issues expressed by team members; create and maintain a high quality work environment so team members are motivated to perform at their highest level
  • Address disciplinary and/or performance problems, according to company policy.
  • Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required Recognizing growth opportunities, future oriented, building team skill sets, positive attitude, organized, proactive and a team player
  • Identify and implement initiatives to drive customer satisfaction, increase efficiency, and boost team productivity for small business customers.
  • Attend training on new/updated products or procedures

Perks & Benefits

  • Employee equity
  • Nearby public transport
  • Central location
  • Free snacks / Happy hours
  • Regular team activities
  • Medical insurance
  • Personal leave
  • Open culture
  • Personal development opportunities
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Company Overview

The SELLBYTEL Group is one of the world’s leading international outsourcing experts. And the diversity of our solutions is correspondingly large and individual. By providing innovation, the SELLBYTEL Group has been assisting clients in the fields of sales, service, support, human resources, training, healthcare and back office solutions throughout the world for more than 30 years. We not only work for global top brands, we live and breathe their products, services and solutions. Our success is based on the principles of transparency, efficiency and quality. These are the standards against which we are measured. Come and see for yourself: our outsourcing solutions reduce costs, improve economic success and uncover new potential.

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Company Summary
SELLBYTEL Services Malaysia Sdn Bhd
https://www.sellbytel.com/en/
501-1000 employees
Outsourcing/Offshoring
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