About Us: We are seeking an experienced and dynamic Customer Service Lead to oversee a growing team and ensure the delivery of outstanding service to our customers. The ideal candidate will have a strong background in BPO management, customer service, and team leadership, with a proven track record of optimizing operational performance, maintaining service standards, and resolving business challenges proactively. This role requires a fluent communicator in Mandarin and English, with the ability to navigate fast paced environments and foster a collaborative team atmosphere. Key Responsibilities: Lead and manage a customer service team of 20-30 members, ensuring high performance and alignment with business objectives. Develop, maintain, and enforce Standard Operating Procedures (SOPs) to ensure consistency and quality in service delivery. Conduct training programs for new hires and ongoing development for existing team members. Track and report daily performance metrics, offering insights and solutions for improvement. Proactively identify and resolve business problems, implementing solutions to enhance customer satisfaction and operational efficiency. Foster a team-oriented environment that encourages collaboration, open communication, and a positive workplace culture. Act as a liaison between internal teams and customers, ensuring smooth communication and issue resolution. Ensure adherence to company policies and procedures, while striving to exceed customer expectations. Contribute to process improvements and best practices to drive operational success. Location: within KL City Area -reachable by public transport Able to commit to 2 different working shift hours: 9am-6pm/1pm-10pm, 5 working days per week Qualifications: Bachelor's degree holder in any courses are preferred. At least 3 years of customer service lead experience in BPO management, customer service, project management, or a similar role. Proven experience managing a team of 20 to 30 customer service members. Skills Strong organizational and multitasking skills with the ability to lead and motivate a team. Experience in maintaining and updating SOPs and performance tracking. Strong problem solving skills and a proactive approach to business challenges. Excellent communication skills in Mandarin, and English (spoken and written). Knowing Cantonese language is just a plus point. Showed strong mobile gaming literacy, for example Honors of Kings, Mobile Legends, PUBG or any MMORPG. Personal Attributes Possesses a clear management system and methodology, rather than relying solely on personal experience. Able to identify business risks or team issues and promote team-wide improvement. Able to establish authority, cultivate key personnel, and build a high-performing team culture. Able to diagnose problems, evaluate results, and predict risks through data analysis. Possesses ambition and a desire for growth.
