Team Lead

Location: KL Sentral
Job ID: MXT1


Job description:


ePayment Gateway/US based company – Online payment processing platform for E-commerce business


Team size

~15-20 Accounts Specialist (Global Market, SEA Market)


Main Responsibilities

  • Managing a team that provides personal and efficient solutions four client’s payment services
  • Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth. 
  • Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed. 
  • Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally 
  • Understand the top user issues and make recommendations to improve client products and policies; support team in being the voice of the customer to the rest of the company. 
  • Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals. 
  • Able to balance and prioritize the above based on seasonality and the needs of customers, team and client. 
  • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO18295-1 Quality Management System of TDCX. 



  • Min Diploma holder with 2 years working experience as Team Lead/Assistant Manager (Customer Service) in contact centre environment/BPO or any payment gateway, banking and financial institution.
  • Strong people management skills, KPI/goal setting, coaching and have handled a team
  • Strong written and verbal in English
  • Ability to work on rotational shift basis (24/7) including weekends and public holidays
  • Must be willing to work in KL Sentral

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